Major Incident Lead Escalation Officer
hace 1 día
SAP is seeking a highly skilled Major Incident Lead Escalation Officer to join our Global Cloud Infrastructure Delivery (GCID) team. As a key member of our incident management team, you will be responsible for leading the escalation of major incidents, ensuring the fastest possible restoration of services, and coordinating with internal and external stakeholders.
Key Responsibilities- Lead 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 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 and reporting 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 their real-life usage.
- Knowledge of technologies and applications in the ICT industry and cloud environments.
- Excellent 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 working 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 innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We win with inclusion. 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
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. 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 e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability: 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.
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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