SAP Root Cause Analysis Senior Specialist 

Mexico, Nuevo León 

760276372

What you'll do

As IT Technology Senior Consultant, you will be responsible for:

• Conducting Root Cause Analysis for major incidents (production and non-production systems) and getting into the depth of the problem to find a permanent fix
• Presentation to senior management on findings of RCA and driving weekly status review meetings; handling escalations end-to-end
• Planning, setup, implementation and operation of SAP technologies achieving ambitious SLAs
• Proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes and roll out of this information/knowledge to the rest of the team
• Drive Top Issues
• Drive Improvement initiatives
• Coordination of international teams in global projects / Root Cause Analysis / de-escalation initiatives
• Driving war rooms for critical escalations
• The expectation is that the role doesn’t only concentrate on Basis / application issues but can own RCA end-to-end and work together with other teams and functions to achieve the RCA faster.
• The role may be needed to support the Critical Incident Management role as on-call support if required and during crisis situation.

What you bring

• Graduate in Computer Science / Technology or equivalent from a reputed institute / university
• SAP NetWeaver Certified Technology Consultant is preferred.
• ITIL Foundation certified is preferred.
• Project member in an international environment and able to work effectively in international and virtual teams.
• Capable in technical documentation and creation of knowledge-based assets (KBAs)
• Customer centric
• Continuous learner and faster adopter of new technology / process
• Analytical and solution-oriented thinker
• Expert grade communicator with good networking skills
• Willing to work during Mexico working hours
• 10+ years of work experience / working knowledge in Basis / NetWeaver / Business Objects, Business Objects Data Services, etc.
• Work experience in dealing with customer incidents and RCA
• Working knowledge in UNIX/Linux environment, HANA DB, Sybase ASE, DB2 databases.
• Good Knowledge in Network and Storage
• Basic / Intermediate knowledge in one or more of the following products: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IIS, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector
• Exposure to ITIL framework
• Experience of safeguarding customer relationship
• Professional level oral and written communication in English.