Major Incident Management Specialist
hace 7 días
At SAP SE, we're committed to delivering exceptional service to our customers. As a Major Incident Lead Escalation Officer, you'll be the primary point of contact for our global customers, ensuring swift and effective resolution of critical incidents.
Key Responsibilities:
- Manage major incident escalations from start to finish, ensuring seamless collaboration with internal teams and stakeholders.
- Act as the single point of contact for all involved parties, maintaining clear and transparent communication throughout the resolution process.
- Define work streams for technician investigation, triggering incident resolution and communicating with management about impact, root cause, and resolution steps.
- Report and summarize main facts about the issue, pre-filling necessary fields in the RCA document and measuring ticket quality.
- Support Problem Management (PRM) activities, contributing to root cause analysis and incident prevention.
- Execute emergency changes, disruptive changes, and participate in regional operations meetings, daily status calls, and high-visibility events.
- Contribute to team-wide continuous service improvement initiatives.
Requirements:
- Proven knowledge of IT operations processes and structures, with real-world experience.
- Familiarity with technologies and applications in the ICT industry and cloud environments.
- Exceptional communication skills, with the ability to present and moderate telephone conferences.
- Experience in project management or leading virtual teams, with strong analytical and problem-solving skills.
- Knowledge of quality management methodologies and willingness to work on-call and weekend duties.
Education and Qualifications:
- At least 7 years of professional IT experience, with 3 years in IT Infrastructure functions.
- Strong communication skills, ability to provide clear and assertive communication.
- Subject matter expert in incident management process and major incident process.
- Very structured and self-reliant work style, with ability to manage priorities and deadlines.
- Excellent judgment and decision-making ability, with experience working in global/multi-cultural environments.
- Quick and motivated learner, with strong analytical and problem-solving skills.
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