IT Technology Expert: Availability Management and Service Delivery
1 week ago
About Us
We are a global technology leader that helps more than 400,000 customers worldwide run better. At SAP, we are focused on building the foundation for tomorrow and creating a workplace that values diversity and flexibility.
Our company culture is centered around collaboration, innovation, and customer satisfaction. We offer a highly collaborative team environment with opportunities for learning and growth, recognition for individual contributions, and a variety of benefits to choose from.
Job Summary
We are seeking an experienced IT Technology Services Senior Specialist with a strong technical and process background in Availability Management and Service Delivery. The successful candidate will be responsible for driving technical resolutions of long-running problem records and root cause analyses (RCAs), preparing action plans to de-escalate outages, and preventing recurring issues.
The ideal candidate will have a minimum of 8-12 years of experience in SAP Basis/HANA certification and experience, as well as expertise in customer interaction, decision-making, and coordination across teams and lines of business. Additionally, experience with ServiceNow and Root Cause Analysis methodologies is an asset.
Key Responsibilities
- Drive technical resolution of long running Problem Records / RCAs
- Prepare and drive action plan to de-escalate situation related to Outages and RCAs
- Drive action plans to prevent recurring outages
- Support complex RCAs
- Improve utilization of colleagues (Problem Coordinators & SWAT team) in their respective regions
- Exceptional RCA request approval
- 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 info specific to customers and regions
About the Role
This role requires a strong technical and process background, with expertise in SAP Basis/HANA certification and experience, as well as customer interaction, decision-making, and coordination across teams and lines of business. The ideal candidate will have a minimum of 8-12 years of experience and will be expected to work collaboratively as part of a global team.
What You Bring
- Minimum 8-12 years of experience
- 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 ServiceNow will be an added advantage
- Experience and certification related to Root Cause Analysis (RCA) methodologies
Education and Certification
- Bachelor/Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering or related field
- ITIL Foundation Certification, cloud operations/hyperscaler related certification, SAP Basis/NetWeaver/HANA certification, RCA methodology related certification will be an added advantage
About Our Company
We are a market leader in end-to-end business application software and related services. We have over 100,000 employees worldwide and two hundred million users. Our purpose is to help every challenge get the solution it deserves. At SAP, you can bring out your best.
How We Win with Inclusion
We believe in unleashing all talent and creating a better and more equitable world. We are committed to equal employment opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for this role and require special assistance, please reach out to us.
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