Incident & Outage - Basis Experts

RCA Analyst / ZOR - Basis Experts – Hungary (hybrid/remote)

As member of the Applications Root Cause Analysis team, will follow up on outages, failed service requests, customer escalations and other IT problems.

· Analyse the technical root and collaborate closely with other teams like product development or technical support.

· In case of customer concerns, act as an escalation contact supported by the corresponding experts of the global application team.

· Hands-on operations support in escalated or complex cases.

· Identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.

· Beyond RCAs, ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.

· Solid hands-on understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective

· (SAP NetWeaver certification highly beneficial)

· Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA,

· Kubernetes/ SAP Gardener etc.

· Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.

· Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.

· Strong understanding of the processes and working models of SAP Enterprise Cloud Services.

· Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development,

· Product Development, Product Support etc.

· 8+ years relevant IT experience

Term: 6 to 12 Months plus extensions

Rate: Day rate + Starter Bonus + Free Lunch Club experience

This is a critical position, please respond to this advert or reach out to Woody on (WhatsApp is fine) 0044 7887 416 338 for a confidential chat and more details on rate and this terrific project.