IT Technology Services Senior Specialist
- SAP India
- 8 - 13 years
- Bengaluru
- 2 months ago
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Job Description
We help the world run better
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 Specialist with a strong technical and process background and Service Management experience.
Responsibilities:
- Drive technical resolution of long running backup failure issues
- Preparation and driving of action plan to de-escalate situation related to missed / failed backups
- Drive action plans to prevent failed / missed backups
- Take necessary steps to address the Global escalations.
- Drive internal initiatives or projects or reporting
- Root Cause Analysis for Backup failure
- Support leadership team with Backup related info specific to customers and regions
- Technical enablement of Managed Service Providers/ other L1/L2 backup operations team
Tasks
- Validate action plans for long running backup failures
- Work with technical + operations teams to ensure that the backup status is rightly updated to customer facing interfaces / reporting channels
- Review/ update SOPs and Work Instructions related to Backup Operations
- Join bridge calls for long running and critical issues related to backup failures or missing backups
- Facilitate lessons learnt meetings related to backup failures
- Participate in regular regional cadence
- Ensure standardization of processes followed for backup operations
- Analyze customer and stakeholder feedback and define action plans
- Own continuous improvement framework for Backup operations and drive resolution of impediments by defining suitable countermeasures
- Presentation to senior management on backup failure and restore failure trend, analysis and action plan
- Coordination of international teams in global projects / crisis handling / de-escalation initiatives
- Drive collaboration related improvements with technical areas, SAP s own Infra delivery team, Hyperscalers, Tools & Architecture team
- Ensure regular reporting on Backup operations related KPIs and continuous improvement of the same
- Review backup tool related 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 Backup tool.
Experience and Educational Requirements
- 8+ years of experience imn SAP Basis / HANA certification
- Experience in a position in the operational business
- Solid knowledge & Experience in backup technologies / tools and database technologies
- In-depth knowledge and experience in public cloud platforms ( Azure, GCP, AWS 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
- 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.
ITIL Foundation Certification, cloud operations / hyperscaler related certification, SAP Basis / NetWeaver / HANA certification.
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Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: SAPLocation(s): Bengaluru+ View Contact
Keyskills: Service management Event management Trend analysis Problem management Incident management Continuous improvement Operations Information technology Analytics Customer interaction
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