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IT Technology Services Senior Specialist - Outage Handling
8-9 years
Bangalore / Bengaluru
1 vacancy
IT Technology Services Senior Specialist - Outage Handling
SAP
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Drive technical resolution of long running outages
- Drive technical resolution of outages related to critical and escalated customers
- Preparation and driving of action plan to de-escalate situation related to Outages and RCAs
- Drive action plans to prevent recurring outages
- Take necessary steps to address the Global escalations.
- Drive internal initiatives or projects or reporting
- Outage duration analysis
- Support leadership team with outage and RCA related info specific to customers and regions
- Validate action plans for long running outages and outages for critical / escalated customers
- Review Find & Fix guides and ensure it remains up to date
- Join bridge calls for long running and critical outages
- Facilitate Critical Incident Management lessons learnt meetings
- Participate in regular regional cadence
- Resolve critical incidents
- Ensure standardization of processes followed for outage handling
- 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
- 8 + years in 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
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.
Employment Type: Full Time, Permanent
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What people at SAP are saying
Rating based on 2 Senior Specialist
reviews
Anonymous · Consulting
in Bangalore / Bengaluru
Awesome policies
- Job security - Good
Growth and learning opportunities are limited. Most work is automated so hands on experience doesn't come.
- Skill development - Poor
Senior Specialist salary at SAP
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