Service Quality and Data Analyst

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

ABOUT THE TEAM

Global Cloud Infrastructure & Delivery (GCID) is responsible for SAP’s infrastructure backend & technical foundation, including state-of-the-art data centers and associated technical platforms. These serve as foundation for all of SAP’s Cloud solutions, but also for SAP’s internal development, training, or demo landscapes.
The GCID Reliability Services is a central team of service operations engineers and analysts within GCS, who perform incident management, service reliability engineering and service quality assurance activities, geared towards prevention, avoidance, and fast remediation of cloud service operation issues.
We are looking for a Service Quality and Data Analyst who, as part of the Service Assurance team, will be responsible for process analytics, reporting, compliance, and quality assurance.

• Maintaining and developing a KPI framework for measurement and reporting of service delivery quality
• Ongoing monitoring and data analysis of Event, Incident and Major Incident Management team’s performance based on KPIs like time to escalate, time to execute etc.
• Taking accountability for the entire Major Incident cycle – quality oversight from identification to closure of Major Incident in cooperation with the involved operations teams
• Looking for enhanced value-add that our reports offer to top management with regards to make educated, data-driven decisions
• Ensuring that results of analysis are turned into improvements in process and procedure
• Process governance for SOP (Standard Operating Procedure) is being followed and kept within SLA (Service Level Agreement)
• Optimize the service delivery lead time through an end-to-end defined service flow
• Deliver and manage quality expectations amongst Service Owners, Lines of Business within SAP, and external vendors
• Take lead on service quality projects, reports, activities, and deliverables.
• Liason between Reliability Services and the operations teams to ensure quality standards are met, and evolving requirements are identified and delivered against.