Application Root Causes Analysis - IT Technology Services Senior Specialist

at  SAP

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SUMMARY & ROLE INFORMATION:

The ECS Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases and Applications as well as to provide 24/7 support for our customers. Within this organization, the Applications Technical Area is responsible to define strategies to maintain the lifecycle of the applications, to ensure readiness of operational processes for our service teams and to provide hands-on support in escalated or complex cases. Most importantly our team members are an essential part of the ECS Outage Response teams, providing 24/7 support follow the sun from our locations in APJ, EMEA and North America.
As a technical area we are covering those tasks across all service aspects like system build, monitoring & alerting, incident & problem management updates/upgrades, configuration changes etc. and act as a bridge to other teams in ECS like portfolio planning, service engineering, security.
You, as member of the Applications Root Cause Analysis team, will follow up on outages, failed service requests, customer escalations and other IT problems. You will analyze the technical root and collaborate closely with other teams like product development or technical support. In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team. You we also provide hands-on operations support in escalated or complex cases.
You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration. Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.

EXPERIENCE (ROLE REQUIREMENTS):

• Solid hands-on understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial)
• Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener etc.
• Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.
• Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.
• Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
• Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
• Very good English language skills
• 8+ years relevant IT experience