IT Technology Services Senior Specialist - Problem Management / Zero Outage Room- ECS Delivery
SAP
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What you'll 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.
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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 SAP, you can bring out your best.
We win with inclusion
SAP’s 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: Careers@sap.com
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.