Tech Lead

With 6+ years of experience Service Execution Owner Incident Management EXPECTATIONS AND TASKS As Service Execution Owner you are responsible for: Driving improvement projects / initiatives in Incident Management area which includes KPI improvement, quality improvement, validation + adaption of new technical solutions etc. Service management related activities to ensure efficiency and quality of service from the managed service providers. Contribution towards troubleshooting and de escalation efforts. Presentation to senior management on service delivery, improvement initiatives, projects etc. Planning, setup, implementation and operation of SAP technologies achieving ambitious SLAs Proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes and roll out of this information/knowledge to the team Coordination with global delivery team / crisis handling / de escalation initiatives Driving war rooms for critical escalations Willing to work during APJ / EMEA working hours Required Skills 58 year work experience in Basis administration Knowledge on Incident Management ITIL processes Experience in handling the Managed Service Delivery model. Managing the operations and 24/7 delivery unit Understanding and working experience in SLA/KPI tracking Working experience in a global team with 24/7 support De escalation experience on IT incidents and requests Knowledge in infrastructure / server management / Linux will be preferred