Major Incident Lead Escalation Officer
hace 16 horas
We are seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery team at SAP. As a key member of our team, you will be responsible for leading the escalation of major incidents, ensuring the fastest possible restoration of services, and providing exceptional customer experience.
Key Responsibilities:- Lead the escalation of major incidents from start to finish, ensuring timely and effective resolution.
- Act as a single point of contact for all stakeholders involved in the restoration process, aligning closely with Incident Escalation Managers from Cloud Delivery Units.
- Define work streams for technician investigation, including communication with management about impact, root cause, resolution steps, and work-streams.
- Report and summarize main facts about the issue itself within the Incident Report, pre-filling necessary fields in the RCA document, and measuring ticket quality.
- Support Problem Management (PRM) after the Major Incident, during initial PRM activities, root cause analysis (RCA).
- Execute and support 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 of IT operations processes and structures, and its real-life usage.
- Knowledge of technologies and applications in the 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 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.
- 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functions.
- Experience in a previous Support, Consulting, Engineering, or leadership role.
- Strong communication skills, ability to provide clear and assertive communication.
- Subject matter expert in incident management process/major incident process.
- Very structured and self-reliant way of working, ability to manage priorities and deadlines.
- Excellent judgment and decision-making ability.
- Knowledge about ITIL v3 or v4, especially about Service Operation's INM, PRM, CHM.
- Experience working in Global/multi-cultural environments.
- Quick and motivated learner.
- Strong analytical and problem-solving skills.
SAP is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees.
Requisition ID: 406375 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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