Job Description

Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.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 ManagementFor 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:

• 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 fieldProfessional 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 Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.Requisition ID: 395356 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid. Requisition ID: 395356Posted Date: Sep 4, 2024Work Area: Information TechnologyCareer Status: ProfessionalEmployment Type: Regular Full TimeExpected Travel: 0 - 10%Location:Bangalore, IN, 560066Job alert

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