SAP Enterprise Cloud Services is building the bridge for SAP on premise customers towards SAP cloud.
SAP Enterprise Cloud Services Delivery is the operations organization, which offers and provides real-time cloud platform, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk.
We are looking for a Problem Manager (f/m/d) to join the SAP Enterprise Cloud Services - Projects and Services team to support Central Problem Management RCA team.
What you ll do
- Review Root Cause Analysis (RCAs) to ensure quality targets are being met.
- Ensure the use of recognized RCA methodologies to ensure logical investigation.
- Identify underlying causes from the RCAs and create and maintain Knowledge Error Database for future reference and to recurrence.
- Identify areas for improvement in the RCA process.
- Collaborate with cross-functional teams for quality review of RCAs and drive RCA and KEDB improvements.
- Track and report on RCA and KEDB metrics to identify trends and drive continuous improvements
What you ll bring
- Bachelors degree in Business Administration, Engineering or Computer or Natural Science required from an accredited university.
- 6+ years of professional experience in a similar function with focus on processes and IT operations
- Strong understanding of ITIL Problem Management process
- Proven experience in Problem manager or a similar process related role
- Very high proficiency in communication and documentation abilities.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- Analytical thinking, attention to detail, and excellent facilitation and collaboration skills.
- Results-oriented, with a proactive approach to problem-solving and a focus on achieving measurable improvements.
Employment Type: Full Time, Permanent
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