Major Incident Lead Escalation Officer

OverviewWe help the world run better. At SAP, we keep it simple: you bring your best to us, and we\'ll bring out the best in you. We\'re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what\'s next. The work is challenging – but it matters.

You\'ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What\'s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. Selected Candidate will attend Monterrey office 3 days a week.

Purpose & ObjectiveWe provide these shared services for SAP’s external Cloud Business and for SAP’s internal infrastructure such as development, training, or demo landscapes. GCID Cloud Control Center is the customer face of GCID providing a central, first point of contact for our Cloud Infrastructure Customers. We ensure the end-to-end coordination of the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf of our GCID customers. The Major Incident Management Team runs globally in a follow the sun shift model.

We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation. Expectations & TasksAs a Lead Escalation Officer (LEO), you are the designated Manager on Duty responsible for leading major incident management across infrastructure and LoB applications. You coordinate cross-functional teams and external partners to restore services swiftly and effectively. You act as the central authority during high-impact incidents, making critical decisions, driving resolution strategies, and ensuring transparent communication with stakeholders, including MCC/GCC and internal customers.

Key ResponsibilitiesMajor Incident LeadershipOwn and manage major incident escalations from initiation to resolution. Establish and lead ad-hoc project organizations for incident resolution. Drive service restoration activities across infrastructure and LoB applications. Stakeholder CoordinationAct as the single point of contact for all involved parties during incidents.

Collaborate closely with Incident Managers, Cloud Delivery Units, and MCC/GCC. Communicate impact, resolution steps, and root cause analysis to management and customers. Technical OversightDefine and manage technical workstreams to trigger resolution. Support and coordinate emergency and disruptive changes.

Participate in daily operations meetings, status calls, and safeguard high-visibility events (e.g., SAPPHIRE). Post-Incident ActivitiesDocument incident facts and pre-fill RCA reports. Measure ticket quality and support Problem Management (PRM) during RCA. Contribute to continuous service improvement initiatives.

Skills

/ CompetenciesDeep understanding of IT operations, cloud environments, and LoB applications. Strong incident management and crisis coordination capabilities. Exceptional communication skills (verbal and written); able to moderate and lead calls effectively.

Experience

in project management or leading virtual teams. Strong analytical skills across all OSI layers. Proven ability to manage complex technical investigations and drive resolution. Familiarity with quality management methodologies.

Willingness to work on-call and weekend shifts. Educational Requirements10+ years of professional IT experience, with 5+ years in infrastructure or operations roles. Background in Support, Consulting, Engineering, or Leadership. Subject matter expertise in incident and major incident management.

Strong decision-making and prioritization skills. Knowledge of ITIL v3/v4, especially INM, PRM, and CHM.

Experience

in global, multicultural environmentsQuick learner and adaptable team leader. Excellent problem-solving and judgment skills. QualificationsRequires candidates to have completed an undergraduate, Masters, MBA or PhD degree program which is applicable to the position. Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.

If you are interested in applying for employment with SAP and 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: Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. #J-18808-Ljbffr