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

As an IT Technology Services Senior Specialist (Problem Management) at SAP, your role will involve acting as the central driver and coordinator for teams working on Problem Management, Critical Incident Management (CIM), and Event Management. You will be responsible for ensuring the quickest possible Root Cause Analysis and remediation for major incidents. Your duties will include coordinating with various stakeholders, sending regular status updates, and driving continuous improvement initiatives across the Zero Outage Room (ZOR). Your responsibilities will include: - Driving technical resolution of long-running or repetitive outages - Preparing and executing action plans to de-escalate situations related to outages and Root Cause Analyses (RCAs) - Preventing recurring outages by driving action plans - Supporting complex RCAs and obtaining exceptional RCA request approvals - Addressing global escalations and driving internal initiatives, projects, and reporting - Reviewing outages and RCAs, supporting leadership with outage information, and participating in regional cadences - Ensuring standardization of processes followed by CIM and ZOR across regions - Analyzing customer feedback and defining action plans for continuous improvement In terms of qualifications, you should possess: - Expertise in SAP Basis / HANA DB, specializing in ABAP, JAVA, Business object, and HANA DB - Experience in conducting Root Cause Analysis using the 5-Why methodology - Solid knowledge of IT solutions and experience in customer interaction - Experience in a virtual setup involving globally distributed teams and decision-making within projects - Expert level verbal and written English communication - Experience with SAP Analytics Cloud Reports and Cloud Reporting - ITIL Foundation Certification and other relevant certifications in cloud operations or project management Your role will be part of Enterprise Cloud Services (ECS) Delivery Technical Operations, focusing on incident management to improve customer experience with HANA Enterprise Cloud. You will be contributing to the international delivery approach and ensuring high availability of SAP systems and applications. As an integral part of SAP, you will have the opportunity to work in a purpose-driven and future-focused environment that values inclusion and personal development. Please note that successful candidates may undergo a background verification process with an external vendor.,