Root Cause Analysis Senior Specialist
hace 3 días
We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now
What you'll do
As IT Technology Senior Consultant, you will be responsible for:
- Conducting Root Cause Analysis for major incidents (production and non-production systems) and getting into the depth of the problem to find a permanent fix
- Presentation to senior management on findings of RCA and driving weekly status review meetings; handling escalations end-to-end
- 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 rest of the team
- Drive Top Issues
- Drive Improvement initiatives
- Coordination of international teams in global projects / Root Cause Analysis / de-escalation initiatives
- Driving war rooms for critical escalations
- The expectation is that the role doesn't only concentrate on Basis / application issues but can own RCA end-to-end and work together with other teams and functions to achieve the RCA faster.
- The role may be needed to support the Critical Incident Management role as on-call support if required and during crisis situation.
What you bring
- Graduate in Computer Science / Technology or equivalent from a reputed institute / university
- SAP NetWeaver Certified Technology Consultant is preferred.
- ITIL Foundation certified is preferred.
- Project member in an international environment and able to work effectively in international and virtual teams.
- Capable in technical documentation and creation of knowledge-based assets (KBAs)
- Customer centric
- Continuous learner and faster adopter of new technology / process
- Analytical and solution-oriented thinker
- Expert grade communicator with good networking skills
- Willing to work during Mexico working hours
- 10+ years of work experience / working knowledge in Basis / NetWeaver / Business Objects, Business Objects Data Services, etc.
- Work experience in dealing with customer incidents and RCA
- Working knowledge in UNIX/Linux environment, HANA DB, Sybase ASE, DB2 databases.
- Good Knowledge in Network and Storage
- Basic / Intermediate knowledge in one or more of the following products: Content Server, Convergent Charging, MDM, GK Software, OpenText, SAP Cloud Connector, TOMCAT, IIS, IDM, SCM Optimizer, SAP Mobile Platform, TREX, Business Connector
- Exposure to ITIL framework
- Experience of safeguarding customer relationship
- Professional level oral and written communication in English.
#SAPECSCareers
We build breakthroughs together
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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