Major Incident Lead Escalation Officer

hace 1 día


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

Job Summary

SAP SE is seeking a highly skilled and experienced professional to join our Global Cloud Infrastructure Delivery (GCID) team as a Major Incident Lead Escalation Officer. This role is responsible for leading the incident management team in resolving critical issues that impact our cloud infrastructure services.

Key Responsibilities

  • Manage and coordinate the resolution of major incidents, ensuring the fastest possible restoration of services.
  • Act as the single point of contact for all stakeholders involved in the restoration process.
  • Define work streams for technician investigation and communication with management about impact, root cause, and resolution steps.
  • Support Problem Management (PRM) activities, including root cause analysis and execution of emergency changes.
  • Participate in daily regional operations meetings, status calls, and high-visibility events.

Requirements

  • Proven experience in incident management and crisis leadership.
  • Strong communication and coordination skills.
  • Ability to work in a fast-paced, global environment.
  • Experience with cloud infrastructure services and technical platforms.

What You'll Bring

  • Exceptional leadership and problem-solving skills.
  • Strong analytical and technical skills.
  • Ability to work effectively in a team environment.
  • Experience with SAP cloud services and technical platforms.

About SAP SE

SAP SE is a leading provider of enterprise software and services. Our Global Cloud Infrastructure Delivery (GCID) team is responsible for running SAP's backend technology, including operations of state-of-the-art data centers and technical platforms.



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