Major Incident Lead Escalation Officer
hace 17 horas
At SAP, we're looking for a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery team. As a key member of our team, you'll be responsible for leading the incident escalation process, ensuring the fastest possible restoration of services in case of downtime or degradation.
Key Responsibilities:- Manage and coordinate all necessary activities to solve major incidents, including technical units and 3rd party vendors.
- Act as a single point of contact for all stakeholders involved in the restoration process.
- Define work streams for technician investigation and communicate with management about impact, root cause, and resolution steps.
- Report and summarize main facts about the issue in the incident report and pre-fill necessary fields in the RCA document.
- 7+ years of professional IT experience, with a minimum of 3 years in IT Infrastructure functions.
- Experience in project management or leading virtual teams.
- Strong communication skills and ability to provide clear and assertive communication.
- Subject matter expert in incident management process and major incident process.
SAP is a market leader in end-to-end business application software and related services. We help over 400,000 customers worldwide work together more efficiently and use business insight more effectively. Our culture of inclusion, focus on health and well-being, and flexible working models ensure that everyone feels included and can run at their best.
We're proud to be an equal opportunity workplace and an affirmative action employer. We're committed to unleashing all talent and creating a better and more equitable world.
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