IT Technology Services Senior Specialist
6 days ago
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
- 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
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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