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SAP Root Cause Analysis Senior Specialist 
Mexico, Nuevo León 
760276372

24.06.2024

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.