SAP BASIS Expert - Availability Management HANA 412791
SAP BASIS Expert - Availability Management HANA 412791
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Job Description
We help the world run better
At SAP we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purposedriven and futurefocused work. We offer a highly collaborative caring team environment with a strong focus on learning and development recognition for your individual contributions and a variety of benefit options for you to choosefrom.
IT Technology Services Expert Availability Management (Enterprise Cloud Services Delivery Technical Operations)
As part of Enterprise Cloud Services (ECS) ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for running customer landscapes around the globe in a 24x7 operations model. We manage wide variety of businesscritical SAP systems and applications in a global delivery model. We are responsible to build and operate customer systems for ECS.
Within ECS Delivery Technical Operations is responsible for Endtoend delivery of services and support for ECS Delivery customers. Scope of the same includes service areas like Event Management Incident Management Service Request Fulfillment (Build and RUN) Problem Management Backup Services and also technical areas Application Database and Server Management
For the Delivery Center in Bangalore India we are looking for an IT Technology Services Expert (Availability Management / Critical Incident Management / Problem Management) with a strong technical and process background and Service Management experience.
The Role
IT Technology Services Expert Availability Management acts as the central driver and coordinator among teams working on Problem Management (Zero Outage Room ZOR) Critical Incident Management CIM and Event Management.The roleis responsible to guarantee quickest possible service restoration for customers business down situations and quickest possible Root Cause Analysis and remediation for major incidents. The roletakes care of SAPinternal stakeholder communication by sending regular status and progress updates and liaises with other roles like ZOR Service Owner CIM Service Owner Event management Service 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 Event 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 deescalate 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.
- ExceptionalRCArequest approval.
- Take necessary steps to address the Global escalations.
- Drive internal initiatives or projects or reporting (DeliveryKPI reviewTSMfeedbackGCScollaboration 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 analysisand action plan
- Coordination of international teams in global projects / crisis handling / deescalation initiatives
- The expectation is that the role does not only concentrate on Basis / application issues but can own incident resolution and RCA endtoend and work together with other teams and functions to resolve incident
Experience and Educational Requirements
- Overall 15 years and above 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
- Solid knowledge in IT and solution
- Experience in customer interaction
- Experience in working in a virtual setup 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
Education
Bachelor / Master Degree or equivalents in Business Administration Computer Science IT Engineering or related field
Professional Training & Certification
ITIL Foundation Certification cloud operations / hyperscaler related certification project management certification will be added advantage
#SAPECSCareers
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in endtoend business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purposedriven and futurefocused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves.At SAPyou can bring out your best.
We win with inclusion
SAPs culture of inclusion focus on health and wellbeing and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an email with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 412791 Work Area: Information Technology Expected Travel: 0 10 Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LIHybrid.
Employment Type
Full-Time
