With 6+ years of experience Service Execution
Owner . Incident Management EXPECTATIONS AND TASKS As Service Execution Owner
you are responsible for: Driving improvement projects / initiatives in Incident
Management area which includes KPI improvement, quality improvement, validation
+ adaption of new technical solutions etc. Service management related
activities to ensure efficiency and quality of service from the managed service
providers. Contribution towards troubleshooting and de escalation efforts. Presentation
to senior management on service delivery, improvement initiatives, projects
etc. 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 team Coordination with global delivery
team / crisis handling / de escalation initiatives Driving war rooms for
critical escalations Willing to work during APJ / EMEA working hours Required
Skills 5.8 year work experience in Basis administration Knowledge on Incident
Management ITIL processes Experience in handling the Managed Service Delivery
model. Managing the operations and 24/7 delivery unit Understanding and working
experience in SLA/KPI tracking Working experience in a global team with 24/7
support De escalation experience on IT incidents and requests Knowledge in
infrastructure / server management / Linux will be preferred
