Job Description

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 Senior Specialist - Availability Management acts as the Service Execution Owner / SWAT team member of Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM. 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 other supporting units. Drive technical resolution of long running 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 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 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 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 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 Good understanding of containerization concept and working knowledge about operations of Kubernetes. Should be aware of necessary operational aspects of Kubernetes, e.g. alerts, troubleshooting, logs, restart, etc. 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 fieldProfessional Training & Certification - ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage Meet your 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 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 (Availability Management / Critical Incident Management / Problem Management) with a strong technical and process background and Service Management experience. #SAPECSCareers We build breakthroughs together SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together. 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: [HIDDEN TEXT] For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . 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: 380925 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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