SAP Technology Services Senior Specialist 

India, Karnataka, Bengaluru 

635818511

What you'll do

IT Technology Services Senior Specialist – Availability Management acts as the Service Execution Owner / SWAT team member of Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM. The role is responsible to guarantee quickest possible service restoration for customers' business down situations and quickest possible Root Cause Analysis and remediation for major incidents. The role takes care of SAP-internal stakeholder communication by sending regular status and progress updates and liaises with other roles like ZOR Service Execution Owner, CIM Service Execution Owner, Event management Service Execution Owner, Incident Management Service Area Owner, Process Managers, Major Incident Managers, Managed Service Providers and Senior Management. The role coordinates and orchestrates continuous improvement across CIM, ZOR and other supporting units.

• Drive technical resolution of long running outages

• 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

• Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).

• Validate action plans for long running outages and outages for critical / escalated customers

• Review RCAs

• Participate in regular regional cadence

• Resolve critical incidents and RCAs

• 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

What you bring

• 8+ years of Work expeirence. Experience in SAP Basis / HANA DB expert. Specializes in ABAP, JAVA, Business object and HANA DB.

• Experience in a Senior or Expert position in the operational business

• Expert level verbal and written English communication

• 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.

• Education - Bachelor / Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering or related fieldProfessional Training & Certification - ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage

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