IT Technology Services Senior Specialist - Problem Management / Zero Outage Room- ECS Delivery

As an IT Technology Services Senior Specialist (Problem Management) at SAP's Delivery Center in Bangalore, India, your key role is to act as the central driver and coordinator among teams working on Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM, and Event Management. Your responsibilities include guaranteeing the quickest possible Root Cause Analysis and remediation for major incidents, coordinating with various stakeholders, driving technical resolutions, supporting complex RCAs, and ensuring continuous improvement across ZOR. You will also be responsible for driving internal initiatives, participating in regional cadence, resolving critical incidents and RCAs, and presenting incident trends and analysis to senior management. **Key Responsibilities:** - Drive technical resolution of long-running / repetitive outages - Preparation and driving of action plans to de-escalate situations related to Outages and RCAs - Drive action plans to prevent recurring outages - Support complex RCAs and exceptional RCA request approval - Take necessary steps to address global escalations - Drive internal initiatives, projects, or reporting - Support leadership team with outage and RCA-related info - Participate in regular regional cadence - Resolve critical incidents and RCAs - Own continuous improvement framework for Availability Management - Coordinate international teams in global projects / crisis handling - Ensure standardization of processes followed by CIM and ZOR - Analyze customer feedback and define action plans - Presentation to senior management on incident trend, analysis, and action plan **Qualifications Required:** - SAP Basis / HANA DB expert with specialization in ABAP, JAVA, Business Object, and HANA DB - Experience in conducting Root Cause Analysis using the 5-Why methodology - Experience in a senior operational business position - Solid knowledge in IT and solutions - Experience in customer interaction and working in a virtual setup - Expert level verbal and written English communication - Experience with SAP Analytics Cloud Reports and Cloud Reporting - ITIL Foundation Certification, cloud operations certification, project management certification At SAP, you will be part of Enterprise Cloud Services (ECS) Delivery, responsible for running customer landscapes globally. Your focus will be on improving customer experience with HANA Enterprise Cloud, ensuring high availability, and driving continuous improvement. SAP's culture of inclusion, focus on health and well-being, and flexible working models ensure that everyone feels included and can perform at their best. SAP is committed to Equal Employment Opportunity and providing accessibility accommodations. Join SAP to unleash your full potential and contribute to creating a better and more equitable world. (Note: Any additional details of the company were not provided in the job description.),