Major Incident Lead Escalation Officer

hace 17 horas

San Pedro Garza García, Nuevo León, México SAP A tiempo completo
Job Summary

We are seeking a highly skilled 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) activities 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 (e.g., SAPPHIRE)
  • Contribute to team internal continuous service improvement
Requirements
  • Knowledge of IT operations processes and structures, with real-life usage experience
  • Knowledge of technologies and applications in the ICT industry and cloud environments
  • Excellent communication skills (verbal and written)
  • Ability to organize, present, and moderate telephone conferences in a structured manner
  • Experience in project management or leading virtual teams
  • Very good analytical skills within all OSI layers
  • Coordination skills: managing complex technical investigations
  • Knowledge of quality management methodologies
  • Open to working on on-call and weekend duties
Education and Qualifications
  • 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/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
About SAP

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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.

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