SAP Project Senior Consultant - ECS Regional Delivery Asia Pacific APJ 

India, Karnataka, Bengaluru 

331075838

IT Project Senior ConsultantYou will be responsible to drive continuous improvement to increase operation, availability, and efficiency. Global thinking and a strong customer focus are essential. In this role you are expected to drive critical topics related to escalation handling, Incident Management, Problem Management, Service request, build, migration, go-live, High Availability, Disaster Recovery, Backup & Restore and additional assistance with Server Management topics.

Reactive: You shall be playing a catalyst role to bring the situation into business as usual (Red-to-Green) with your experience, structured thinking, teamwork, and customer empathy with involvement in the following areas:

• Demand-based engagement in critical situation management e.g. Major outages, War room cases, and maintenance issues like disaster Recovery / Backup & Restore.
• Service Entitlement fulfilment issues e.g. Delays, Complex request
• Hypercare for specific customer case

At a tactical level, you will have an opportunity to work in the Continuous Improvement initiatives and address customer pain points and value leaks in the APJ region to further improve ECS service.

EXPECTATIONS AND TASKS

• Drive continuous improvement in the area of ECS architecture, ECS delivery and tools enhancement.
• Inter-department collaboration on various topics
• Strong analytical and systematic problem-solving skills, including impact assessment.
• Drive Global or Regional initiatives, identify process inefficiencies and work on change management
• Experience in project management, change management & Process definition
• Identifying and mitigating potential issues/risks that may arise during the project's lifecycle.
• To work with leadership team to agree on strategic priorities, setup improvement projects and work with teams to enhance process efficiency, elevate quality standards, and accelerate operations.
• Regional SWAT team will engage with Delivery team, CDM and TSM to de-escalate a customer situation​.
• Able to handle all level of escalation along with creation and driving of Get to green plan for an issue or customer.

SKILLS AND COMPETENCIES

• Hands-on experience in Project Management, Support, Escalation Management, Process Improvement, Change Management
• Knowledge of Service delivery, Operations, ITIL/ITSM processes, Solution design
• Good understanding of around database and filesystem replication and preparation of network routing.
• Experience in processes like INC Mngt, SR Mngt, Problem Management, Root Cause Analysis.
• Strong Customer Service Focus
• Experience in supporting Team Governance, Governance around global initiative is added advantage
• Organize / Structure day2day Operations & Documentation

EDUCATION AND QUALIFICATIONS

• 8 to 10 years of related professional experience
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• IT Project Management (e.g., experience of defining process, change management, running collaborative initiatives...)

Bangalore, India

EXPECTED TRAVEL

Expected travel requirement is 10%

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