Enterprise Cloud Services Major Incident Manager

hace 4 semanas


San Pedro Garza García, Nuevo León, México SAP A tiempo completo
Enterprise Cloud Services Major Incident Manager

About the Role

The Enterprise Cloud Services (ECS) Delivery Technical Operations team runs the HANA Enterprise Cloud (HEC) and is responsible for OS, DB & SAP Apps operations & support for our customers across multiple infrastructures - SAP DCs, AWS, Azure & GCP.

Key Responsibilities

  • Work as the responsible Major Incident Manager for Service and Support of HANA Enterprise Cloud Customer Landscapes
  • Make tactical decisions and take all required actions to restore the broken or degraded service in minimum time
  • Involve all required support teams
  • Manage those ad-hoc assembled teams to achieve single target in minimum time
  • Constantly assess the situation, ask the right questions and trigger people, teams and resources as required
  • Thoroughly document actions taken in the bridge calls
  • Stay calm and focused during escalations and manage potential emotions on the consumer side
  • Establish and thoroughly maintain channels of communication to senior management, regularly updating the status of the incident handling
  • Have On-duty availability and work within on-duty periods, which is compensated along local regulations

Requirements

  • Graduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems / Computer applications / IT Business Systems
  • 10+ years professional experience, out of which minimum 5 years in an MIM role or managerial role in IT Infrastructure functions
  • Experience in Performance tuning, Technical reviews and Audits
  • Knowledge of High Availability / Disaster Recovery Strategy
  • Has experience working in a global / multi-cultural environments
  • ITIL knowledge is desirable
  • Experience in communication with customers and management as required
  • Manage complex and highly situational cases
  • Clear and assertive communication
  • Proactive in learning and highly self-motivated
  • Proficiency in written and spoken English

Why SAP?

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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and / or mental disabilities.



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