Critical Incident Management Specialist

hace 1 mes


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

Job Overview:

We are seeking a seasoned IT professional to join our Global Cloud Infrastructure Delivery team as a Critical Incident Management Specialist.

About the Role:

This key position requires an individual with a strong background in IT operations, project management, and leadership. The successful candidate will be responsible for managing complex technical investigations, coordinating with internal units and external vendors, and providing clear communication to stakeholders.

Key Responsibilities:

  • Manage critical incident escalation efforts from start to finish
  • Serve as a single point of contact for all involved stakeholders during the restoration process
  • Define work streams for technician investigation and communication with management
  • Report and summarize main facts about the issue
  • Support function for Problem Management after the critical incident
  • Execute and support emergency changes, daily regional operations meetings, and high-visibility events
  • Contribute to team internal continuous service improvement

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 / critical incident process
  • 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

Estimated Salary: $120,000 - $180,000 per year

About SAP:

SAP is a global leader in enterprise software, helping organizations of all sizes and industries run better. We believe in creating a workplace where everyone feels included and valued. At SAP, we empower our employees to bring out their best and strive for excellence in everything we do.



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