Senior Major Incident Manager

hace 2 semanas

Saltillo, México SAP A tiempo completo

**We help the world run better**

The Enterprise Cloud Services (ECS) Delivery Technical Operations team is responsible for OS, DB & SAP Apps (such as S/4 HANA) operations & support for our customers across multiple infrastructures - SAP DCs, AWS, Azure & GCP.

**What you will do**

The Major Incident Manager is owning customer-centric escalations end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and are efficiently working together under their coordination until the customer situation is de-escalated. This includes:

- Participating in and driving of internal technical calls.
- Continuous and thorough documentation and reporting of progress made towards resolution.
- Getting involved in customer communication in case customer facing teams require support.
- Coordinate implementation of safeguarding structures.
- Closely working with business in a customer-oriented manner and with proactive service attitude in a highly motivated, globally distributed team.
- Make tactical decisions and take required actions to restore degraded services within SLAs.
- Create and implement change request documentation.
- Be available for on-call duty on rotation basis.

**What you bring**
- 8+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functions
- Previous experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
- Knowledge in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
- Knowledge of High Availability/Disaster Recovery Strategy
- Knowledge of SAP Technologies, e.g. SAP Netweaver or HANA based systems
- Experience working in a global/multi-cultural environments
- ITIL knowledge is desirable.

**Education**
- Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)

**We build breakthroughs together**

**We win with inclusion**

SAP’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 and more equitable world.

Requisition ID: 367488 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid #SAPECSCareers

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