الوصف الوظيفي
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 choose from.
What you'll do: As part of SAP 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 business-critical 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 End-to-end 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 Senior Specialist with a strong technical and process background and Service Management experience. Responsibilities:
Drive technical resolution of long running Problem Records / RCAs
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
Improve the utilization of colleagues (Problem Coordinators & SWAT team) in their respective regions.
Exceptional RCA request approval.
Take necessary steps to address the Global escalations.
Drive internal initiatives or projects or reporting
Outage and RCA review
Support leadership team with outage and RCA related info specific to customers and regions
Tasks
Review RCAs for critical / escalated customers
Facilitate Zero Outage Room (ZOR) lessons learnt meetings
Supervise and prepare report creation for ZOR
Participate in regular regional cadence
Resolve critical incidents and RCAs
Ensure standardization of processes followed by ZOR across regions
Analyze customer and stakeholder 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
What you bring:
SAP Basis / HANA certification and experience
Experience in a Senior 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
Experience with Service Now will be an added advantage
Experience and certification related to Root Cause Analysis (RCA) methodologies
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, SAP Basis / NetWeaver / HANA certification, RCA methodology related certification will be an added advantage
#DevT3 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: 401383 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
