IT Technology Services Senior Specialist

6 days ago


Bengaluru, Karnataka, India SAP Full time
Job Title: IT Technology Services Senior Specialist - Availability Management Expert

We are seeking an experienced IT Technology Services Senior Specialist to join our team at SAP. As a key member of our Enterprise Cloud Services (ECS) team, you will be responsible for ensuring the availability and reliability of our customers' SAP systems and applications.

Key Responsibilities:
  • Drive technical resolution of long-running problem records and root cause analyses
  • Prepare and drive action plans to de-escalate situations related to outages and root cause analyses
  • Drive action plans to prevent recurring outages
  • Support complex root cause analyses
  • Improve the utilization of colleagues 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 information specific to customers and regions
Requirements:
  • Minimum 8-12 years of experience in IT and service management
  • 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 setup 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
Education:

Bachelor/Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering, or related field

Professional Training & Certification:

ITIL Foundation Certification, cloud operations/hyperscaler-related certification, SAP Basis/NetWeaver/HANA certification, RCA methodology-related certification will be an added advantage

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are passionate about delivering exceptional service and have a strong technical background, we encourage you to apply for this exciting opportunity.



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