SAP Technology Services Senior Specialist-Availability 

India, Karnataka, Bengaluru 

425904605

Responsibilities:

• Drive technical resolution of long runningProblem 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

ITIL Foundation Certification, cloud operations / hyperscaler related certification, SAP Basis / NetWeaver / HANA certification, RCA methodology related certification will be an added advantage