Major Incident Lead Escalation Officer

hace 6 horas

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

At SAP, we're seeking a highly skilled Major Incident Lead Escalation Officer to join our team. As a key member of our Global Incident Management Team, you'll be responsible for leading the resolution of major incidents that impact our cloud infrastructure and services.

Key Responsibilities:
  • Lead the incident management process, ensuring timely and effective resolution of major incidents
  • Collaborate with cross-functional teams, including technical units, vendors, and stakeholders to resolve incidents
  • Develop and implement incident response plans, ensuring minimal impact on our customers and services
  • Provide expert-level communication and coordination with management, customers, and stakeholders throughout the incident resolution process
  • Contribute to the development of our incident management processes and procedures, ensuring continuous improvement and best practices
Requirements:
  • 7+ years of professional IT experience, with a minimum of 3 years in IT infrastructure functions
  • Strong knowledge of IT operations processes, structures, and technologies, including cloud environments
  • Excellent communication, coordination, and analytical skills, with the ability to work in a fast-paced, dynamic environment
  • Experience in project management or leading virtual teams, with a strong focus on incident management and resolution
  • Knowledge of quality management methodologies and ITIL v3 or v4, particularly in Service Operation's INM, PRM, and CHM
What We Offer:
  • A highly collaborative and inclusive work environment, with a focus on employee development and growth
  • A competitive salary and benefits package, including health and wellness programs
  • The opportunity to work with a global team, contributing to the development of our cloud infrastructure and services
  • A dynamic and challenging work environment, with opportunities for professional growth and advancement

At SAP, we're committed to creating a workplace that's inclusive, diverse, and supportive of all employees. We believe that everyone has the potential to bring out their best, and we're dedicated to helping our employees achieve their full potential.

Join our team and be part of a global organization that's shaping the future of technology and innovation.

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