It Technology Services Senior Specialist- Sap Basis, Hana, Sdm
- SAP
- 10 - 15 years
- Bengaluru
- 3 months ago
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Job Description
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What youll do:
We are looking for an experienced SAP technology professional within our organization, responsible for and managing the resolution of major incidents and crises that impact our services and systems. This individual will ensure that incidents are managed efficiently and effectively, minimizing the impact on service delivery and ensuring the highest level of customer satisfaction. The role requires strong SAP technical and process expertise, exceptional problem-solving skills, working on governance model with partners, and the ability to work under pressure.
The Service Disruption Management team, the responsibilities include:
- Working in incident and crisis management team, ensuring timely and effective response to major incidents and crises. Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible.
- Act as the primary point of contact for incident escalation during shift. Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary.
- Oversee thorough root cause analysis for all critical incidents. Develop and implement preventive measures to avoid recurrence.
- Maintain clear and effective communication with stakeholders throughout the incident lifecycle. Provide regular updates on incident status, impact, and resolution efforts.
- Identify and drive initiatives to improve incident management processes. Standardize and simplify incident response procedures to enhance efficiency and effectiveness.
- Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management.
- Lead, mentor, and develop the incident management team. Foster a collaborative and high-performance culture within the team.
- Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively.
- Work closely with partners and internal teams, to ensure a coordinated and integrated approach
- Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. Share knowledge and best practices with the broader organization.
What you bring:
- 10+ years of Technical Operations in ABAP/JAVA/HANA/DB2/ Performance analysis role
- Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
- Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
- Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
- Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
- Experience in Problem Management, Root cause analysis methodologies
- Bachelor s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
- Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
- Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
- Capacity to continuously acquire new knowledge in an independent and proactive way.
- Good analytical and solution-oriented thinking
- Very good communication and networking skills
- Experience of safeguarding customer relationship.
- Strong customer service focus
- Very good English language skill.
Meet your team:
The SDM (Service Disruption Management) is part of the EoS (Enhanced Operations Services) within SAP Enterprise Cloud Services Delivery. This dedicated team focuses on streamlining strategic customers end-to-end delivery and focuses on delivery issues (outages, incidents, service exaction failures) to bring the system stability. We offer various cloud deployment options using our infrastructure, partners, and public cloud resources. The SDM is a key role in the SAP ECS - EoS organization, acts as a trusted advisor to protect and optimize customers investments in SAP Enterprise Cloud Services.
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Successful candidates might be required to undergo a background verification with an external vendor.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 424217 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Requisition ID: 424217
Posted Date: May 15, 2025
Work Area: Information Technology
Career Status: Professional
Employment Type: Regular Full Time
Expected Travel: 0 - 10%
Location:
Job Classification
Industry: Software ProductFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: Technical ConsultantEmployement Type: Full timeContact Details:
Company: SAPLocation(s): Bengaluru+ View Contact
Keyskills: Performance tuning Business objects PMP Networking Db2 Project management SAP Basis SyBase ABAP Analytics
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