Major Incident Lead Escalation Officer

hace 2 semanas


San Pedro Garza García, Nuevo León, México SAP A tiempo completo
Job Title: Major Incident Lead Escalation Officer

SAP is seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery (GCID) team. As a key member of our incident management team, you will be responsible for leading the escalation of major incidents, ensuring timely and effective resolution, and maintaining a high level of customer satisfaction.

Key Responsibilities:
  • Lead the escalation of major incidents, working closely with cross-functional teams to resolve issues and minimize downtime.
  • Develop and implement incident management processes and procedures to ensure consistency and efficiency.
  • Collaborate with stakeholders to identify root causes of incidents and implement corrective actions.
  • Provide timely and effective communication to customers and stakeholders throughout the incident resolution process.
  • Contribute to the development and maintenance of incident management training programs.
Requirements:
  • 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.
What We Offer:
  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.


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