SAP ECS Service Disruption Management SDM Team lead 

United States, Pennsylvania, Newtown Township 

119084973

within

As the Lead for the Service Disruption Management team, the responsibilities include:

• Lead the incident and crisis management team, ensuring timely and effective response to major incidents and crises. Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible.
• Act as the primary point of contact for incident escalation. Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary.
• Oversee thorough root cause analysis for all critical incidents. Develop and implement preventive measures to avoid recurrence.
• Maintain clear and effective communication with stakeholders throughout the incident lifecycle. Provide regular updates on incident status, impact, and resolution efforts.
• Identify and drive initiatives to improve incident management processes.
• Standardize and simplify incident response procedures to enhance efficiency and effectiveness.
• Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management.
• Lead, mentor, and develop the incident management team. Foster a collaborative and high-performance culture within the team.
• Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively.
• Work closely with partners and internal teams, to ensure a coordinated and integrated approach
• Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. Share knowledge and best practices with the broader organization.

What you bring:

• 14+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role and 5+ years of leadership role in leading the teams
• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
• Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
• Experience in Problem Management, Root cause analysis methodologies
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way. Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationship.
• Strong customer service focus
• Very good English language skill.

We win with inclusion

Philadelphia