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4.2

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301 SAP Jobs

IT Technology Services Expert

SAP India Pvt.Ltd

4.2

based on 1.7k Reviews

5-10 years

Bangalore / Bengaluru

1 vacancy

IT Technology Services Expert

SAP

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Event Management Project Management Operations Information Technology Incident Management

+ 4 more

Job Description

We help the world run better

IT Technology Services Expert - Availability Management (Enterprise Cloud Services Delivery - Technical Operations)

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 Expert (Availability Management / Critical Incident Management / Problem Management) with a strong technical and process background and Service Management experience.

The Role

IT Technology Services Expert - Availability Management acts as the central driver and coordinator among teams working on Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM and Event Management. 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 Event Management.

Responsibilities:

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
Support complex RCAs
Improve the utilization of colleagues (Problem Coordinators & CIMs) in their respective regions.
Exceptional RCA request approval.
Take necessary steps to address the Global escalations.
Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).
Outage and RCA review
Support leadership team with outage and RCA related info specific to customers and regions

Tasks

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
Review RCAs for critical / escalated customers
Facilitate ZOR and CIM lessons learnt meetings
Supervise and prepare report creation for ZOR and CIM
Participate in regular regional cadence
Resolve critical incidents and RCAs
Ensure standardization of processes followed by CIM and ZOR across regions
Analyze customer, TSM / CDM 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

Experience and Educational Requirements

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
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
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 field

Professional Training & Certification
ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage

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