IT Technology Services Senior Specialist

Responsibilities:

• Drive technical resolution of long running Problem Records / RCAs
• Facilitate Zero Outage Room (ZOR) lessons learnt meetings
• 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
• Improve the utilization of colleagues (Problem Coordinators & SWAT team) in their respective regions.
• Exceptional RCA request approval.
• 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

What you bring:

• 4 to 8 years of SAP Basis / HANA certification and experience
• Solid knowledge in IT and solution
• Experience in customer interaction
• Experience in working in a virtual set-up involving teams spread across globally
• Experience in decision making within own area of responsibility / project
• Expert level verbal and written English communication
• 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