SAP Basis (Techo Functinal Consultant)

Job Description: • Responsible for maintaining and optimizing Windows, Linux, and cloud-based systems that support critical resort operations. • Work across hybrid environments (on-premise and cloud), implement automation and monitoring tools, respond to incidents affecting guest services, and ensure high system availability for 24/7 resort operations. • This role is key to ensuring delivery of uninterrupted, reliable systems and ICT infrastructure, contributing to IT division's goal of providing excellent IT service management. • Work with various stakeholders from IT and business department. • Play a key role in supporting Business-As-Usual (BAU) operations and Change Request (CR) enhancements. • Ensure all solutions are aligned with business objectives and IT Governance, Security and regulatory compliance. • As a Basis lead managing SAP System Operations, you will be responsible for understanding and translating business needs into effective IT solutions, ensuring alignment with RWS's strategic objectives and a strong focus on enhancing value. Your responsibilities will fall into these core areas: 1. System Operations & Maintenance: • Manage, monitor, and maintain Windows and Linux-based systems across hybrid environments (on premise and cloud). • Ensure continuous operation of critical resort systems including PMS (Property Management Systems), POS, booking engines, surveillance, and access control systems. • Manage, monitor and maintain supported databases across hybrid environment (on-premise and cloud). • Support the functional team, Customer, SAP PCE and service provider team as per requirements, for example, SAP Notes, patching, RFC configurations, SSO, SAP transport management, Web Dispatcher configuration, Business function activation, add-on installation and update. • Analyzing and supporting the Customer to fix technical issues reported during system integration test and user acceptance test. 2. Cloud & Hybrid Infrastructure: • Operate and maintain cloud services (AWS, Azure) integrated with on-premise data centers. • Support disaster recovery and high-availability configurations for critical hospitality and gaming systems. 3. Monitoring & Reliability: • Implement proactive monitoring using tools like Nagios, Zabbix, or CloudWatch to prevent downtime in high-traffic systems. • Quickly respond to incidents affecting guest services or operations and conduct thorough root cause analysis. 3. Automation & Configuration Management: • Use tools like Ansible, Terraform, or PowerShell to automate provisioning and configuration. • Maintain configuration baselines for servers supporting hotel, casino, and resort services. • Scheduling and Monitoring SAP housekeeping and operations jobs related to ABAP dump reorgs, spool reorg, performance collector etc. • Implementing & managing SAP support recommendations upon RWS's approval. • Support during certificate creation, URL creation, SSL configuration. • Coordinate with RWS and SAP relevant teams for necessary frontend, network, security, and infrastructure requirements. • Provide relevant reports and status for basis area. 4. Security & Compliance: • Enforce security best practices across all systems in compliance with industry standards such as PCIDSS (for gaming/payments) and GDPR (for guest data). • Manage patching and endpoint security to protect infrastructure and SAP products, solutions and platforms. • Support in identifying and addressing privilege creep, where users accumulate unnecessary access rights over time. • Generate U2R, R2F, PAA reports based on defined parameters. • Ensure end-to-end security of all data across integrated SAP S4 Hana Cloud (SaaS), non-SAP Cloud, and on-premise systems, while strictly adhering to: RWS Security Policies and Standard Operating Procedures and SOC2 Type II compliance. • User provisioning and de-provisioning process as per industry best practices and RWS policy. • Data Masking for sensitive fields (personal identifiable information (PII), financial, proprietary as per Singapore regulatory compliance and PDPA). 5. Collaboration & Documentation: • Work closely with IT, facilities, and service departments to align infrastructure with business needs. • Maintain detailed documentation of systems, procedures, and service records. • Define, document, and execute overall SAP Infrastructure architecture, landscape, client strategy, and transport management aligning with Rise with SAP services. • Collaborate with SAP RISE support team for necessary system change, refresh, deployment and transport management. 6. Stakeholder Engagement & Quality Assurance: • Liaison & Communication: Act as the primary liaison between business units and IT teams, ensuring clear, consistent, and proactive communication across all project phases. • Expectation Management: Manage expectations of diverse stakeholders, including senior management, end-users, technical teams, and external vendors, fostering strong Collaboration. • Negotiation & Consensus: Effectively negotiate and mediate between potentially conflicting stakeholder needs to achieve consensus and maintain project momentum. • Vendor Management: Oversee the Annual Maintenance Support (AMS) team to ensure timely resolution and delivery of Incidents (IN), Service Requests (SR), Change Requests (CR), and Problems (PB) in accordance with agreed Service Level Agreements (SLAs). • Conduct periodic reviews of support tickets to identify trends and drive continuous process improvement. Requirements: Experience: • 3+ years experience in systems administration or SysOps, preferably in a 24/7 operational environment (hospitality, casino, or similar). • Proficiency in both Windows Server and Linux environments. • Hands-on experience with cloud infrastructure (AWS, Azure). • Experience with virtualization platforms (VMware, Hyper-V). • Familiarity with network services (DNS, DHCP, VPN, VLAN) o Scripting experience in PowerShell, Bash, or Python. Preferred: • Experience in hospitality systems (e.g., Oracle Opera PMS, Micros POS, casino management systems). • Knowledge of compliance requirements: PCI-DSS, GDPR, ISO/IEC 27001 RWS Internal. Certifications: • AWS SysOps Administrator, Microsoft Certified: Azure Administrator, CompTIA Security+. Soft Skills: • Strong attention to detail and commitment to uptime. • Ability to work calmly under pressure and during major events or peak resort hours. • Clear written and verbal communication for working with technical and non-technical teams. • Flexible schedule availability (some weekend/evening/on-call rotation may be required). Skills Core Business Analysis Skills: • Design Thinking: Strong ability to apply human-centered design principles to thoroughly understand user needs, ideate innovative solutions, and prototype concepts. • Business Need Analysis: Exceptional analytical and critical thinking skills to effectively elicit, analyze, and challenge business needs, identifying root causes. • Requirements Engineering: Expertise in translating complex business problems into clear, comprehensive, and actionable functional and non-functional requirements. • Process Improvement & Optimization: Proven track record in analyzing, modeling, and re-engineering business processes for enhanced efficiency and effectiveness. • Problem Solving: Highly analytical and systematic approach to identifying root causes of problems and developing practical, effective solutions. Interpersonal & Technical Aptitude: • Stakeholder Management: Superior interpersonal and communication skills with the ability to effectively engage, influence, and manage expectations of diverse stakeholders at all levels. • Solution Collaboration: A solid understanding of technical concepts and the ability to effectively collaborate with technical teams to shape and validate viable IT solutions. • Communication & Facilitation: Excellent verbal and written communication skills for interacting with technical and non-technical audiences, coupled with strong workshop facilitation and presentation skills. • Adaptability & Attention to Detail: Highly adaptable and resilient, thriving in a fast-paced, evolving environment while maintaining meticulous attention to detail in requirements gathering and documentation.