Requisition ID: 224242 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time COMPANY DESCRIPTION SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures. SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives. LEAD PROGRAM MANAGER PURPOSE AND OBJECTIVES The newly created GCS Quality Management team will oversee all activities and tasks needed to maintain a desired level of excellence. This includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and improvement. With focus on an evidence-based decision making process, the office will engage with all teams within GCS to improve its effectiveness and efficiency on a continuous basis. The QM team will be involved in the entire E2E process within the infrastructure landscape: from quality analysis and optimization of the major incident management stage to the mid/long term analysis of operational performance and lead up to the orchestration of preventive measures, all this and more under the GCS Continuous Improvement initiative. The scope also includes the problem management process covering the materialization of the RCA, both technical as well as customer facing. This will be enhanced via the Customer Engagement Management for RCAs and include a sustained process governance for the area. The GCS AlwaysOn Program Management covering the org-wide quality improvement steering and marketing thereof is also under the umbrella of the GCS Quality Office. The team includes experts in problem management and experienced analysts with a strong knowledge of information calibration. They will bring not only a depth to the wide range of topics but also engage in a critical reevaluation of the organizational standards of GCS. GENERAL DESCRIPTION • Managing and coordinating the root causes analysis incidents and defining the measures that contribute to the overall improvement of IT operations and its processes. • Plan, lead and control Problem Management with focus on prevention of Incidents. Accountabilities • Take over responsibility for problem management of Major and high impact Incidents • Organize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliers • Conduct the Root Cause Analysis (RCA) and identify technical root cause • Request official root cause statements from suppliers • Obtain the agreed CBI, responsibility and final downtime from the service delivery management • conducting quality assurance of the RCA documents and providing corresponding feedback • Identify all possible improvements regarding processes, people, governance and platforms • Assuring that the necessary sustainable solutions with committed responsible persons and due dates are recorded; • Coaching/mentoring and training of Problem Managers • Provide regular (daily) status updates on progress • Request reproduction of incident situation from involved suppliers to identify technical root cause (if applicable) • Responsible for overall incident reporting (Root Cause Overview, corrective measures tracking list) • Providing regular KPI calculation and reporting results to senior and top management • Co-designing of new KPIs REQUIREMENT Experience • 6 years’ experience within the IT environment and processes • 4 years’ experience in management position • Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM Others • Experience in large, complex and international projects • Very good practical skills of project management methods • ICT-Operations-Know-How (previous experience in technical positions) • Practical knowledge of Quality Management and Problem Management • Experience of organizing and leading teleconferences and meetings • Analytical thinking • Advanced level of MS Excel usage • Very detailed knowledge about ITIL v2 or v3 especially about Service Operations INM, PRM, CHM • Very detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools) • Excellent management, problem solving, communication, interpersonal, and organizational skills • Excellent judgment, tact, and decision-making ability • Excellent ability to work effectively with clients and other senior to top management personnel • High degree of initiative, responsibility, reliability and proactive action • Very structured and self-reliant way of working • Very strong analytical skills required, pro-customer orientation on a high-level • Very high degree of initiative, responsibility, reliability and proactive action Education • University degree (or equivalent) Languages • English: B2 (written and spoken) is the minimum • German: A1 – A2 (written and spoken) is an advantage WHAT YOU GET FROM US Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now . SAP'S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company. SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmericasap.com or Careers.LatinAmericasap.com , APJ: Careers.APJsap.com , EMEA: Careerssap.com ). Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations :
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