Tech Lead

RESPONSIBILITIES:

• 6+ years of experience in Service Execution and Incident Management
• Driving improvement projects/initiatives in Incident Management, including KPI improvement, quality improvement, and validation/adaptation of new technical solutions
• Service management activities to ensure efficiency and quality of service from managed service providers
• Contribution towards troubleshooting and de-escalation efforts
• Presentation to senior management on service delivery, improvement initiatives, and projects
• Planning, setup, implementation, and operation of SAP technologies to achieve ambitious SLAs
• Proper documentation, definition of technical operational concepts, and guidelines for SAP landscapes, and rollout of this information/knowledge to the team
• Coordination with global delivery teams, crisis handling, and de-escalation initiatives
• Driving war rooms for critical escalations
• Willingness to work during APJ/EMEA working hours
• 58 years of work experience in Basis administration
• Knowledge of Incident Management and ITIL processes
• Experience handling the Managed Service Delivery model
• Managing operations and a 24/7 delivery unit
• Understanding and working experience in SLA/KPI tracking
• Experience working in a global team with 24/7 support
• De-escalation experience on IT incidents and requests
• Knowledge of infrastructure/server management and Linux preferred