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ERP SAP Infrastructure Service Delivery Manager

Emplacement(s):
Bangalore (Karnataka), India
Catégories:
Information Technology
ID demande:
006DFN

Description de poste

Job Description: SAP Infrastructure Service Delivery Manager

 

Key Skills:

  • SAP Basis, IT Operations Management, Infrastructure Services, Cloud Infrastructure as a Service, Service Improvement, Data Center Services, SLA and Reporting.

Key Responsibilities:

The key responsibility of the SAP  Infrastructure SDM is governance across all areas of Infrastructure services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

  • Act as the bridge between the ERP (SAP) End Users representatives, Service Provider and other Schneider Electric operational delivery teams.
  • For End-Users community mostly located in Europe
  • Build healthy relationship with Key users and Stake Holders.
  • SLA Achievement and high level customer satisfaction.
  • Continuous improvement and ‘keep current’ recommendations (keep platforms up to date)
  • Good Communication and coordination during Issues, Incidents and opportunities.
  • Work with the customers, vendors and other operational /delivery teams to identify & manage service improvement activities.

 

Operations : Incident Management

  • Monitoring the effectiveness of incident management and making recommendations for improvement.
  • Coordinate with the L1/L2/L3 teams for the Severity 1 tickets reported and ensure the services are restored ASAP with a work around solutions.
  • Ensure that all the incident tickets are processed with the agreed SLA and Ensure that the team achieve their operational targets ( 'age of incident' ) based on the tickets priority.
  • Regular follow-up meetings with the vendor (Service Provider) to provide the RCA (Root Cause Analysis) report for the Severity 1 or Major Incidents related to IM (Infrastructure Management) team.
  • Invoke Major Incident Process during the Major (Severity 1) Incidents in the APAC region for an Infrastructure Incident and follow-up on the Root Cause Analysis Report.

Operations: Problem & Change Management

  • Identify the frequently and repeatedly reported Incidents  and transform them to Problem to action a change request that  will be raised to application team to resolve that issues permanently.
  • Review & validate all the Root Cause Analysis or Problem Reports provided by the outsourced vendor and ensure all the recommended & preventive action items are implemented to avoid the incident from reoccurring.
  • Actively participate or chair CAB (Change Advisory Board) meetings regularly,  review, validate  and follow-up on the Infrastructure change requests.

Operations: Continuous Improvements, Keep currents

  • To identify and engage necessary changes to keep SAP ERP platforms up to date
  • To identify and engage necessary changes or projects to improve:
    • End user experience & Satisfaction
    • Cost of owner ship of the platform
    • Schneider Cloud strategy matching

Qualifications

Key Skills:

  • SAP Basis, Database Oracle & SAP HANA, IT Operations Management, Infrastructure Services, Cloud Infrastructure as a Service, Service Improvement, Data Center Services, SLA and Reporting.
  • Good Communication skills - 
  • European timezones coverage

Key Responsibilities:

The key responsibility of the SAP  Infrastructure SDM is governance across all areas of Infrastructure services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

  • Act as the bridge between the ERP (SAP) End Users representatives, Service Provider and other Schneider Electric operational delivery teams.
  • For End-Users community mostly located in Europe
  • Build healthy relationship with Key users and Stake Holders.
  • SLA Achievement and high level customer satisfaction.
  • Continuous improvement and ‘keep current’ recommendations (keep platforms up to date)
  • Good Communication and coordination during Issues, Incidents and opportunities.
  • Work with the customers, vendors and other operational /delivery teams to identify & manage service improvement activities.

Schedule: Full-time
Req: 006DFN
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