Senior IT Technical Lead

5 days ago


Bengaluru, Karnataka, India SAP Full time
Company Overview
SAP is a leading provider of enterprise software solutions, helping over 400,000 customers worldwide to work more efficiently and effectively. Our cloud-based platform offers end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

About the Role
We are seeking an experienced IT Technology Services Senior Specialist with a strong technical and process background and Service Management experience to join our team in Bangalore, India. The successful candidate will be responsible for driving technical resolution of long-running Problem Records, preparing and driving action plans to de-escalate situations related to Outages and RCAs, and supporting complex RCAs.

Key Responsibilities
  • Drive technical resolution of long-running Problem Records
  • Prepare and drive action plans to de-escalate situations related to Outages and RCAs
  • Support complex RCAs
  • Improve the utilization of colleagues, Problem Coordinators, SWAT team, in their respective regions
  • Take necessary steps to address Global escalations
  • Drive internal initiatives or projects or reporting Outage and RCA review
  • Support leadership team with outage and RCA-related information specific to customers and regions

Requirements
  • SAP Basis, HANA certification and experience
  • Experience in a Senior position in the operational business
  • Solid knowledge in IT and solution
  • Experience in customer interaction
  • Experience in working in a virtual set-up involving teams spread across globally
  • Experience in decision making within own area of responsibility, project
  • Expert-level verbal and written English communication
  • Experience of coordination across teams and lines of business to solve problems
  • Experience with Service Now will be an added advantage
  • Experience and certification related to Root Cause Analysis (RCA) methodologies


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