Senior IT Technical Lead
5 days ago
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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