Cloud Services Major Incident Manager

hace 18 horas


San Pedro Garza García, Nuevo León, México Sap Se A tiempo completo
Job Title: Major Incident Manager, Enterprise Cloud Services

At SAP, we empower our employees to bring out their best. Our company culture is built on collaboration and a shared passion to make a positive impact. We focus on building a foundation for the future and creating a workplace that values diversity, flexibility, and purpose-driven work.

The Team

The Enterprise Cloud Services (ECS) Delivery Technical Operations team is responsible for running the HANA Enterprise Cloud (HEC) and supporting our customers across multiple infrastructures. The team operates in a global/multi-cultural environment and requires strong communication skills.

The Role

As a Major Incident Manager, you will be responsible for managing major incidents and making tactical decisions to restore broken or degraded services in a timely manner. You will work closely with support teams, manage ad-hoc teams, and document actions taken during bridge calls. You will also establish and maintain channels of communication with senior management and stay calm and focused during escalations.

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
  • 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


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