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4.2

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Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Large Company - 2024

Top Rated Internet/Product Company - 2024

300 SAP Jobs

IT Technology Services Senior Specialist

SAP India Pvt.Ltd

4.2

based on 1.7k Reviews

8-12 years

Bangalore / Bengaluru

1 vacancy

IT Technology Services Senior Specialist

SAP

posted 3mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Event Management Operations Information Technology Incident Management Service Management

+ 4 more

Job Description

We help the world run better

What you'll do:

As part of SAP 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 with a strong technical and process background and Service Management experience.

Responsibilities:

Drive technical resolution of long running Problem Records / RCAs
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
Improve the utilization of colleagues (Problem Coordinators & SWAT team) in their respective regions.
Exceptional RCA request approval.
Take necessary steps to address the 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

Tasks

Review RCAs for critical / escalated customers
Facilitate Zero Outage Room (ZOR) lessons learnt meetings
Supervise and prepare report creation for ZOR
Participate in regular regional cadence
Resolve critical incidents and RCAs
Ensure standardization of processes followed by ZOR across regions
Analyze customer and stakeholder feedback and define action plans
Own continuous improvement framework for Availability Management and 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:

Minimu 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 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

#SAPECSCareers

Employment Type: Full Time, Permanent

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