Global Cloud Infrastructure Delivery Manager

hace 4 días


San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo
Job Summary

We are seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery team. As a key member of our team, you will be responsible for managing and coordinating the resolution of major incidents, ensuring the fastest possible restoration of services.

Key Responsibilities
  • Manage and coordinate all necessary activities to solve major incidents, including technical units and 3rd party vendors.
  • Act as single point of contact for all involved stakeholders in the restoration process.
  • Define work streams for technician investigation and communication with management about impact, root cause, and resolution steps.
  • Support function for Problem Management (PRM) after the Major incident, during initial PRM activities root cause analysis (RCA).
  • Execute and support on emergency changes, disruptive changes, daily regional operations meetings, daily status calls, and high visibility events.
Requirements
  • 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functions.
  • Experience in a previous Support, Consulting, Engineering, or leadership role.
  • Strong communication skills, ability to provide clear and assertive communication.
  • Subject matter expert in incident management process/major incident process.
  • Very structured and self-reliant way of working, ability to manage priorities and deadlines.
  • Excellent judgment and decision-making ability.
  • Knowledge about ITIL v3 or v4 especially about Service Operation's INM, PRM, CHM.
  • Experience working in Global/multi-cultural environments.
About SAP

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 email with your request to Recruiting Operations Team.



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