As IT Technology Senior Consultant, you will be responsible for:
Conducting Root Cause Analysis for major incidents (production and non-production systems) and getting into the depth of the problem to find a permanent fix
Presentation to senior management on findings of RCA and driving weekly status review meetings; handling escalations end-to-end
Planning, setup, implementation and operation of SAP technologies achieving ambitious SLAs
Proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes and roll out of this information/knowledge to the rest of the team
Drive Top Issues
Drive Improvement initiatives
Coordination of international teams in global projects / Root Cause Analysis / de-escalation initiatives
Driving war rooms for critical escalations
The expectation is that the role doesn’t only concentrate on Basis / application issues but can own RCA end-to-end and work together with other teams and functions to achieve the RCA faster.
The role may be needed to support the Critical Incident Management role as on-call support if required and during crisis situation.
What you bring
Graduate in Computer Science / Technology or equivalent from a reputed institute / university
SAP NetWeaver Certified Technology Consultant is preferred.
ITIL Foundation certified is preferred.
Project member in an international environment and able to work effectively in international and virtual teams.
Capable in technical documentation and creation of knowledge-based assets (KBAs)
Customer centric
Continuous learner and faster adopter of new technology / process
Analytical and solution-oriented thinker
Expert grade communicator with good networking skills
Willing to work during Mexico working hours
10+ years of work experience / working knowledge in Basis / NetWeaver / Business Objects, Business Objects Data Services, etc.
Work experience in dealing with customer incidents and RCA
Working knowledge in UNIX/Linux environment, HANA DB, Sybase ASE, DB2 databases.
Good Knowledge in Network and Storage
Basic / Intermediate knowledge in one or more of the following products: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IIS, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector
Exposure to ITIL framework
Experience of safeguarding customer relationship
Professional level oral and written communication in English.