Major Incident Lead Escalation Officer
hace 1 semana
We are seeking a highly skilled and experienced 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 leading the escalation of major incidents, ensuring the fastest possible restoration of services, and coordinating with internal units and external partners to resolve complex technical issues.
Key Responsibilities- Lead the escalation of major incidents from start to finish, ensuring timely and effective resolution.
- Act as a single point of contact for all stakeholders involved in the restoration process, aligning with Incident Escalation Managers from Cloud Delivery Units.
- Define work streams for technician investigation, including communication with management about impact, root cause, resolution steps, and work-streams.
- Report and summarize main facts about the issue within the Incident Report, pre-filling necessary fields in the RCA document, and measuring ticket quality.
- Support Problem Management (PRM) after the Major Incident, during initial PRM activities, root cause analysis (RCA).
- Execute and support emergency changes, disruptive changes, daily regional operations meetings, daily status calls, and high-visibility events.
- Contribute to team internal continuous service improvement.
- 7+ years of professional IT experience, with a minimum of 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.
- Quick and motivated learner.
- Strong analytical and problem-solving skills.
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. We believe in unleashing all talent and creating a better and more equitable world.
We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
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