Senior Specialist - Availability Management | BASIS / HANA

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.

Locations: Bangalore, Pune, Gurugram 

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:

• 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