Cloud Incident Resolution Specialist
hace 2 días
We are seeking an experienced Cloud Incident Resolution Specialist to join our Global Cloud Infrastructure Delivery (GCID) team. This role is responsible for managing and coordinating the resolution of major incidents, ensuring the fastest possible restoration of services in case of downtime or degradation.
The successful candidate will work closely with internal units and external partners to cross-departmental coordination, drive incident escalation management, and lead technical investigations to resolve issues. Strong communication skills, project management expertise, and analytical abilities are essential for success in this role.
As a key member of our Major Incident Management Team, you will be part of a global follow-the-sun shift model, working collaboratively to provide 24/7 support to our customers. You will be accountable for re-establishing services by coordinating with various stakeholders, vendors, and internal teams.
This role requires exceptional organizational, presentation, and moderation skills, as well as experience in leading virtual teams and managing complex technical investigations. Knowledge of quality management methodologies and IT operations processes is also highly desirable.
If you have a strong background in IT infrastructure functions, excellent communication skills, and the ability to work in a fast-paced environment, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Manage and coordinate major incident resolution efforts from start to finish
- Act as single point of contact for all involved stakeholders in the restoration process
- Define work streams for technician investigation
- Communicate impact, root cause, resolution steps, and work-streams to management and customers
- Reporting - Summarize main facts about the issue within the Incident report, pre-fill necessary fields in the RCA document, measure and report ticket quality
- Support Problem Management 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
- Contribute to team internal continuous service improvement
Requirements:
- 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
About SAP:
SAP invests in the development of its diverse employees, aiming to leverage unique competencies and qualities to drive innovation. This role offers an opportunity to grow your career in a dynamic and supportive environment.
Estimated Salary: $120,000 - $150,000 per annum, depending on experience and qualifications.
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