SAP Lead Application Root Causes Analysis - 

United States, Pennsylvania, Newtown Township 

639194252

WHAT YOU’LL DO:

You, as our Lead of Applications Root Cause Analysis will:

• Implement and drive the necessary processes and services to follow up on outages, failed service requests, customer escalations and other IT problems.
• Coordinate the globally distributed team members who are participating in root cause analysis for applications and ensure they come to consistent results.
• In areas beyond our team’s responsibility, you will drive efficient collaboration with the corresponding other teams inside and outside ECS.
• In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team.
• Identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.
• Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.
• With your broad knowledge on SAP applications, you can also provide technical advice to stakeholders as well as guide your team members.
• Directly support customer success by occasionally taking part in the rotational role assignment as the ECS Manager on Duty.

WHAT YOU BRING:

• Proven record and ability to motivate, coach, and lead teams with or without formal authority.
• Proven Experience in Project Management. Planning and tracking deliverables in a structured and transparent way.
• Communication with customers on technical, service and operations topics, ability to handle escalated customer cases up to senior management level.
• Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.
• Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
• Solid understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective
• Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
• Very good English language skills
• 12+ years relevant IT experience

We win with inclusion

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