Senior Problem Manager
hace 4 días
At SAP, we empower our employees to excel in their roles and contribute to the company's mission to help the world run better. Our culture is built on collaboration, innovation, and a passion for delivering exceptional results.
Job Summary:We are seeking a highly skilled Senior Problem Manager to join our Global Cloud Infrastructure and Delivery organization. As a key member of our team, you will be responsible for managing and coordinating the root cause analysis of major incidents, defining measures to improve IT operations, and leading problem management initiatives.
Key Responsibilities:- Assist in the management and coordination of root cause analysis of major incidents
- Define measures to improve IT operations and processes
- Plan, lead, and control problem management initiatives
- Organize and structure problem management calls with stakeholders
- Conduct root cause analysis and identify technical root causes
- Request official root cause statements from suppliers
- Obtain customer business impact, responsibility, and downtime from service delivery management
- Conduct quality assurance of RCA documents and provide feedback
- Identify improvements in processes, people, governance, and platforms
- Record sustainable solutions with committed responsible persons and due dates
- Coach, mentor, and train problem coordinators
- Provide regular status updates on progress
- Request reproduction of incident situations from suppliers to identify technical root causes
- Responsible for overall incident reporting
- Provide regular KPI calculation and reporting results to senior and top management
- University degree (or equivalent)
- 5+ years' experience in IT environment and processes
- Detailed knowledge of ITIL, especially Service Operation's INM, PRM, CHM
- Fluent English, both oral and written
- First experience in large, complex, and international projects
- Very good practical skills of project management methods
- ICT-Operations-Know-How (previous experience in technical positions)
- Practical knowledge of Quality Management and Problem Management
- Experience of organizing and leading teleconferences and meetings
- Strong analytical skills, pro-customer orientation, and excellent management skills
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
We win with inclusion. SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
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