Major Incident Lead Escalation Officer
hace 2 días
We are seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery team at SAP SE. 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 providing exceptional communication to our customers and stakeholders.
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 involved stakeholders in the restoration process, aligning closely with Incident Escalations 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 itself within the Incident Report, pre-filling necessary fields in the RCA document, measurement, and reports of ticket quality.
- Support Problem Management (PRM) 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.
- Contribute to team internal continuous service improvement.
- 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.
SAP SE is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an email with your request to Recruiting Operations Team.
Successful candidates might be required to undergo a background verification with an external vendor.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.
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