IT Technology Services Senior Specialist - Outage Handling

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 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
• Take necessary steps to address the Global escalations.
• Drive internal initiatives or projects or reporting
• Outage duration analysis
• Support leadership team with outage and RCA related info specific to customers and regions

Tasks

• 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
• Facilitate Critical Incident Management lessons learnt meetings
• Participate in regular regional cadence
• Resolve critical incidents
• Ensure standardization of processes followed for outage handling
• 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:

• 8 + years in 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

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.