Tech Lead

With 6+ years of experience EOS Service Management and Governance Operations Specialist Problem Management EXPECTATIONS AND TASKS As Operations Specialist you are responsible forDrive technical resolution of long runningProblem Records / RCAs Preparation and driving of action plan to de escalate situation related to Outages and RCAs Drive action plans to prevent recurring outages Support complex RCAs Take necessary steps to address the Global escalations. Drive internal initiatives or projects or reporting Outage and RCA review Support leadership team with outage and RCA related info specific to customers and regions Tasks Review RCAs for critical / escalated customers Participate in regular regional cadence Resolve critical incidents and RCAs Ensure standardization of processes followed by problem management Analyse customer and stakeholder feedback and define action plans Own continuous improvement framework for EOS Delivery and drive resolution of impediments by efining suitable countermeasures Presentation to senior management on incident trend, analysisand action plan The expectation is that the role does not only concentrate on Basis / application issues but can own ncident resolution and RCA end to end and work together with other teams and functions to resolve incident What you bringSAP Basis / HANA certification and experience 7+ years experience with Solid knowledge in SAP Basis and Database technologies including erformance analysis and troubleshooting Experience in working in a virtual set up involving teams spread across globally Experience of coordination across teams and lines of business to solve problems Experience with Service Now will be an added advantage experience and certification related to Root Cause Analysis (RCA) methodologies