SAP Application Root Causes Analysis - Technology 

United States, Pennsylvania, Newtown Township 

814189288

What You’ll Do:

You, as member of the Applications Root Cause Analysis team,

• Follow up on outages, failed service requests, customer escalations and other IT problems.
• You will analyze the technical root and collaborate closely with other teams like product development or technical support.
• In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team.
• You we also provide hands-on operations support in escalated or complex cases.
• You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.
• Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.

What You Bring:

• Solid hands-on understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial)
• Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener etc.
• Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.
• Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.
• Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
• Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
• Very good English language skills
• 8+ years relevant IT experience

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