Senior IT Operations Manager

hace 7 días


San Pedro Garza García, Nuevo León, México SAP A tiempo completo

Join SAP's Global Cloud Infrastructure and Delivery Team

We are seeking a highly skilled Senior Problem Manager to join our team at SAP. As a Senior Problem Manager, you will play a critical role in the management and coordination of root cause analysis of major incidents and defining measures to improve IT operations and processes.

Key Responsibilities:

  • Lead problem management calls with operations, service delivery management, technical experts, and suppliers
  • Conduct root cause analysis and identify technical root causes
  • Request official root cause statements from suppliers
  • Obtain customer business impact, responsibility, and final downtime from service delivery management
  • Conduct quality assurance of RCA documents and provide feedback
  • Identify improvements in processes, people, governance, and platforms
  • Ensure sustainable solutions with committed responsible persons and due dates are recorded
  • Coach, mentor, and train Problem Coordinators
  • Provide regular status updates on progress
  • Request reproduction of incident situations from suppliers to identify technical root causes
  • Responsible for overall incident reporting and KPI calculation

Requirements:

  • University degree or equivalent
  • 5+ years' experience in IT environment and processes
  • Detailed knowledge of ITIL, especially Service Operation's INM, PRM, CHM
  • Fluent English, both oral and written
  • First experience in large, complex, and international projects
  • Strong analytical skills, pro-customer orientation, and excellent management skills

About SAP:

SAP is a global leader in enterprise software and software-related services. Our innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. We are a cloud company with 200 million users and 100,000 employees worldwide, driven by a purpose to help the world run better and improve people's lives.

Why Join SAP?

We offer a highly collaborative team environment, a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options. We are committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for everyone.

EOE AA M/F/Vet/Disability:

SAP is an equal opportunity employer and is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.


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