you are responsible for:
- Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
- Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.
- Root Cause analysis for Service requests execution failures, and other issues – continuous improvement methodologies
- Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
- Coordinate and orchestrate the work between the various teams with Robust collaboration with other units within and outside Enterprise Cloud Service units.
- Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
- Process improvement initiatives for daily operational activities
- Streamline standard operating procedures by focussing on automation enhancements.
- Proactive Operation services for the customer and service on-demand with improvements plans to all the stakeholders involving the customer.
SKILLS AND COMPETENCIES
- Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
- Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
- Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
- Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
- Experience in P