IT Technology Services Expert - Availability Management - SAP Basis/HANA
SAP
Bengaluru, Karnataka, India
We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now! What you’ll do 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 role is responsible to guarantee quickest possible service restoration for customers' business down situations and 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 CIM, ZOR and Event Management. 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 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 & CIMs) in their respective regions. 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 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, 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 12+ years of Work expeirence. 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 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 - nBachelor / 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
