Role Accountabilities:

SAP Finance Incident & Service Management (Core)
- Act as the
primary owner of all SAP Finance incidents
, ensuring swift triage, prioritisation, and resolution in line with agreed SLAs across FI/CO, AP, AR, GL, Asset Accounting, Treasury, and connected Finance modules.
- Lead the end-to-end
Incident Management lifecycle
— from logging through to root cause analysis, post-incident review, and permanent fix — ensuring zero recurrence through structured problem management.
- Own the
Major Incident Management (MIM) process
for Finance-critical SAP outages, coordinating war rooms across vendors, Digital infrastructure teams, and Finance stakeholders.
- Proactively monitor SAP Finance system health using AIOps-enabled observability tools (e.g., Dynatrace, Splunk, ServiceNow), establishing early warning thresholds and automated alerting to pre-empt incidents before they impact Finance operations.
- Drive Problem Management by identifying recurring incident patterns, conducting trend analysis,



and implementing root cause fixes to reduce incident volume quarter-on-quarter.

Service Delivery & SLA Governance
- Manage and publish weekly/monthly SAP Finance Service Performance dashboards covering incident volumes, SLA adherence, mean time to resolve (MTTR), change success rates, and service availability.
- Ensure consistent adherence to ITIL-aligned service management processes (Incident, Problem, Change, Release, and Service Request Management) across all Finance SAP modules.
- Conduct regular Service Review meetings with Group Finance leadership, Digital Directors, and third-party vendors — presenting performance data, risk assessments, and continuous improvement plans with clarity and confidence.
- Lead Change Advisory Board (CAB) participation for all Finance-impacting SAP changes, ensuring proper impact assessment, rollback planning, and communication to Finance stakeholders.

Stakeholder & Vendor Management
- Serve as the trusted liaison between G

📌 Service Manager (Bangalore Metropolitan Area)
🏢 BT Group
📍 Bangalore Metropolitan Area