Major Incident Lead Escalation Officer
hace 10 horas
We are seeking a highly skilled and experienced 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 incident escalation process, ensuring the fastest possible restoration of services in case of service downtime or degradation.
Key Responsibilities- Own major incident escalation efforts from start to finish, ensuring timely and effective resolution.
- Act as a single point of contact for all involved stakeholders in the restoration process, closely aligning 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.
- Reporting and summarization of main facts about the issue itself within the Incident Report, pre-filling of necessary fields in the RCA document, measurement, and reports of ticket quality.
- Support function for Problem Management (PRM) after the Major Incident, during initial PRM activities, root cause analysis (RCA).
- Execution and support on emergency changes, disruptive changes, daily regional operations meetings, daily status calls, and high-visibility events (e.g., SAPPHIRE).
- Contribute to team internal continuous service improvement.
- Knowledge about IT operations processes and structures and its real-life usage.
- Knowledge about technologies and applications in ICT industry and cloud environments.
- Extraordinary communication skills (verbal and written).
- Ability to organize, present, and moderate telephone conferences in a structured manner.
- Experience in project management or leading of virtual teams.
- Very good analytical skills within all OSI layers.
- Coordination skills: managing complex technical investigations.
- Knowledge of quality management methodologies.
- Open to work on on-call and weekend duties.
SAP SE 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. If you are interested in applying for employment with SAP and 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 the Recruiting Operations Team.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor.
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