IT Technology Services Senior Specialist

3 weeks ago

Bengaluru, India SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now

What you'll do

IT Technology Services Senior Specialist – Availability Management acts as the Service Execution Owner / SWAT team member of Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM. The role is responsible to guarantee quickest possible service restoration for customers' business down situations and quickest possible Root Cause Analysis and remediation for major incidents. The role takes care of SAP-internal stakeholder communication by sending regular status and progress updates and liaises with other roles like ZOR Service Execution Owner, CIM Service Execution Owner, Event management Service Execution Owner, Incident Management Service Area Owner, Process Managers, Major Incident Managers, Managed Service Providers and Senior Management. The role coordinates and orchestrates continuous improvement across CIM, ZOR and other supporting units.

Drive technical resolution of long running outages

Preparation and driving of action plan to de-escalate situation related to Outages and RCAs

Drive action plans to prevent recurring outages

Support complex RCAs

Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).

Validate action plans for long running outages and outages for critical / escalated customers

Review RCAs 

Participate in regular regional cadence

Resolve critical incidents and RCAs

Drive resolution of impediments by defining suitable countermeasures

Presentation to senior management on incident trend, analysis and action plan

Coordination of international teams in global projects / crisis handling / de-escalation initiatives

The expectation is that the role does not only concentrate on Basis / application issues but can own incident resolution and RCA end-to-end and work together with other teams and functions to resolve incident

What you bring

8+ years of Work expeirence. Experience in SAP Basis / HANA DB expert. Specializes in ABAP, JAVA, Business object and HANA DB.

Experience in a Senior or Expert position in the operational business

Expert level verbal and written English communication

Being data driven and expert level working knowledge on SAP Analytics Cloud Reports and Cloud Reporting. Experience with Service Now will be an added advantage.

Education - Bachelor / Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering or related fieldProfessional Training & Certification - ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage

Meet your team

As part of Enterprise Cloud Services (ECS), ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for running customer landscapes around the globe in a 24x7 operations model. We manage wide variety of business-critical SAP systems and applications in a global delivery model. We are responsible to build and operate customer systems for ECS.
Within ECS Delivery, Technical Operations is responsible for End-to-end delivery of services and support for ECS Delivery customers. Scope of the same includes service areas like Event Management, Incident Management, Service Request Fulfillment (Build and RUN), Problem Management, Backup Services and also technical areas - Application, Database and Server Management
For the Delivery Center in Bangalore, India, we are looking for an IT Technology Services Senior Specialist (Availability Management / Critical Incident Management / Problem Management) with a strong technical and process background and Service Management experience.

#SAPECSCareers

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