Service Execution Owner (ITIL / Basis / HANA) - Incident Management

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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 / Service Execution Owner with a strong technical and process background and Service Management experience.

Responsibilities:

• Drive technical resolution of long running incidents
• Preparation and driving of action plan to de-escalate situation related to incidents
• Drive action plans to prevent recurring incidents
• Take necessary steps to address the Global escalations.
• Drive internal initiatives or projects or reporting
• Support leadership team with Incident related statistics
• Technical and process enablement of Managed Service Providers

Tasks

• Validate action plans for long running incidents
• Work with technical + operations teams to ensure that the incident status is rightly updated to customer facing interfaces / reporting channels 
• Review/ update SOPs and Work Instructions related to Incident Management
• Join bridge calls for long running and critical issues related to incidents
• Facilitate lessons learnt meetings related to incident management 
• Participate in regular regional cadence
• Ensure standardization of processes followed for incident management
• Analyze customer and stakeholder feedback and define action plans
• Own continuous improvement framework for Incident Management and drive resolution of impediments by defining suitable countermeasures
• Presentation to senior management on incident management related KPIs and improvements 
• Coordination of international teams in global projects / crisis handling / de-escalation initiatives 
• Drive collaboration related improvements with technical areas, other internal SAP teams, Hyperscalers, customer and customer interfacing teams
• Ensure regular reporting on Incident Management related KPIs and continuous improvement of the same
• Review automation requirements and help define requirements as needed from operations point of view.
• Work closely with the architecture and development team for development and continuous improvement of Incident related automation.

Experience and Educational Requirements

• SAP Basis / HANA certification and experience is an added advantage
• Experience in a position in the operational business
• Solid knowledge & Experience in ITIL Incident Management process
• In-depth knowledge and experience in public cloud platforms ( Azure, GCP, AWS etc ) is an added advantage
• 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

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.

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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: 387195  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.