Tech Lead

Key Responsibilities

• Drive technical resolution of long-running Problem Records / RCAs.
• Preparation and driving of action plans to de-escalate situations related to outages and RCAs.
• Drive action plans to prevent recurring outages.
• Support complex RCAs.
• Take necessary steps to address global escalations.
• Drive internal initiatives, projects, or reporting related to outages and RCAs.
• Outage and RCA review.
• Support leadership team with outage and RCA-related information specific to customers and regions.
• 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 defining suitable countermeasures.
• Present to senior management on incident trends, analysis, and action plans.
• Own incident resolution and RCA end-to-end and work together with other teams and functions to resolve incidents.
• SAP Basis / HANA certification and experience required.
• 7+ years of experience with solid knowledge in SAP Basis and Database technologies including performance analysis and troubleshooting.
• Experience working in a virtual setup involving teams spread globally.
• Experience coordinating across teams and lines of business to solve problems.
• Experience with ServiceNow is an added advantage.
• Experience and certification related to Root Cause Analysis (RCA) methodologies.