IT Technology Services Senior Specialist - Problem Management / Zero Outage Room- ECS Delivery
IT Technology Services Senior Specialist - Problem Management / Zero Outage Room- ECS Delivery
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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 purpose-driven and future-focused 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.
What youll do
For the Delivery Center in Bangalore India we are looking for an IT Technology Services Senior Specialist (Problem Management) with a strong technical and process background and Service Management experience.
The Role
IT Technology Services Senior Specialist Problem 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 role is responsible to guarantee 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 ZOR.
Responsibilities:
Drive technical resolution of long running / repititive 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
Exceptional RCA request approval.
Take necessary steps to address the Global escalations.
Drive internal initiatives or projects or reporting (Delivery KPI review TSM feedback GCS collaboration etc).
Outage and RCA review
Support leadership team with outage and RCA related info specific to customers and regions
What you bring-
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 when needed
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 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 and find root cause.
Experience and Educational Requirements
SAP Basis / HANA DB expert. Specializes in ABAP JAVA Business object and HANA DB.
Experience in conducting Root Cause Analysis following the 5-Why methodology.
Experience in a Senior or position in the operational business
Solid knowledge in IT and solution
Experience in customer interaction
Experience in working in a virtual set-up 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
Meet the Team
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 operate a variety of important and business critical SAP systems and applications embedded in an international delivery approach. We are responsible for building and operating the external customer systems for HEC.
Within ECS Delivery Technical Operations Incident Management is a service area with focus on improving customer experience with HANA Enterprise Cloud and ensuring at least 99.99% availability faster turn-around time best-in-class quality with ambitious SLAs.
For the Delivery Center in Bengaluru India we are looking for an IT Technology Sr. Consultant as Basis / application support expert with a strong technical background for supporting incident management in the Managed Cloud Delivery environment. Driving continuous improvement is our focus to increase operation availability and efficiency.
#SAPInternalT3
#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 end-to-end 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 purpose-driven and future-focused 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 well-being 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 e-mail 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: 417347 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.
Required Experience:
Senior IC
Employment Type
Full-Time
