SAP Maintenance & De-escalation Lead 

India, Karnataka, Bengaluru 

880651913

What you bring

• Minimum 12 years of experience
• Serve as the Single Point of Contact (SPOC) for all maintenance and escalation-related actions.
• Monitor and ensure adherence to maintenance KPIs such as MPT, ORT, Maintenance Velocity, and Re-opened incidents percentage.
• Handle SAP Product Support escalations effectively.
• Be proficient with the Hotfix process, incident management, and upgrades, including EUDP and SLAs.
• Oversee seamless, regression-free upgrades.
• Create and interpret dashboards and reports in ServiceNow to track and analyze maintenance KPIs.
• Guide and direct partner Maintenance leads to resolve high-priority and aging incidents in line with SLAs.
• Foster established networks and alignments with SAP Product Support and HCL teams.
• Efficiently manage and de-escalate situations originating from various escalation forms including MCC, IEMT, and email communications to leadership.
• Share and implement best practices for handling and preventing escalations among the HCL teams.

Qualities We Value:

• Strong leadership and guidance abilities with both maintenance and de-escalation teams.
• Excellent communication skills capable of aligning cross-functional teams.
• Keen problem-solving skills to tackle complex situations.
• Detail-oriented, ensuring that all actions adhere to predefined SLAs and best practices.
• High emotional intelligence to understand and manage escalated situations effectively.
• Thorough proficiency in ServiceNow for creating, monitoring, and reporting dashboards related to maintenance KPIs.
• Capability to plan and execute seamless upgrades and hotfixes without affecting operations.
• Strong network-building skills within and outside of the organization.
• Commitment to continuous improvement and learning from past escalations to prevent recurrence.
• Effective at sharing knowledge and aligning teams with best practices to avoid future escalations.

What You Will Do:

• Act as the primary point of contact for all maintenance-related actions and escalations, ensuring efficient resolution.
• Regularly monitor maintenance performance against KPIs and proactively address any deviations.
• Manage the entire incident lifecycle, ensuring prompt identification, resolution, and prevention of issues.
• Derive learnings / patterns from the incidents and proactively take steps to safeguard customers’ interests.
• Co-ordinate with relevant stakeholders to propagate required tool enhancements for efficient monitoring and handling of maintenance incidents
• Coordinate closely with SAP technical Support and partner teams to ensure smooth operations and adherence to SLAs.
• Generate, analyse, and act on ServiceNow dashboards and reports to track maintenance effectiveness.
• Provide leadership and governance to partner teams, ensuring swift resolution of high-priority and aging incidents.
• Handle real-time escalations across various channels, collaborating with teams to de-escalate and resolve issues.

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