SAP Technology Services Expert - Availability Management 

India, Karnataka, Bengaluru 

620005424

The Role

IT Technology Services Expert – Availability Management

Responsibilities:

• Drive technical resolution of long running outages
• Drive technical resolution of outages related to critical and escalated customers
• Preparation and driving of action plan to de-escalate situation related to Outages and RCAs
• Drive action plans to prevent recurring outages
• Support complex RCAs
• Improve the utilization of colleagues (Problem Coordinators & CIMs) in their respective regions.
• Exceptional RCA request approval.
• Take necessary steps to address the Global escalations.
• Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).
• Outage and RCA review
• Support leadership team with outage and RCA related info specific to customers and regions

Tasks

• Validate action plans for long running outages and outages for critical / escalated customers
• Review Find & Fix guides and ensure it remains up to date
• Join bridge calls for long running and critical outages
• Review RCAs for critical / escalated customers
• Facilitate ZOR and CIM lessons learnt meetings
• Supervise and prepare report creation for ZOR and CIM
• Participate in regular regional cadence
• Resolve critical incidents and RCAs
• Ensure standardization of processes followed by CIM and ZOR across regions
• Analyze customer, TSM / CDM feedback and define action plans
• Own continuous improvement framework for Availability Management and drive resolution of impediments by defining suitable countermeasures
• Presentation to senior management on incident trend, analysis and action plan
• Coordination of international teams in global projects / crisis handling / de-escalation initiatives
• The expectation is that the role does not only concentrate on Basis / application issues but can own incident resolution and RCA end-to-end and work together with other teams and functions to resolve incident

Experience and Educational Requirements

• DB expert. Specializes in ABAP, JAVA, Business object and HANA DB.
• Experience in a Senior or Expert position in the operational business
• Solid knowledge in IT and solution
• Experience in customer interaction
• Experience in working in a virtual set-up involving teams spread across globally
• Experience in decision making within own area of responsibility / project
• Expert level verbal and written English communication
• Experience of coordination across teams and lines of business to solve problems
• Being data driven and expert level working knowledge on SAP Analytics Cloud Reports and Cloud Reporting
• Experience with Service Now will be an added advantage

ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage

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