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Senior Incident Manager
hace 2 meses
**About the Role**
The Enterprise Cloud Services (ECS) Delivery Technical Operations team at SAP is responsible for delivering high-quality services to our customers across multiple infrastructures.
**Key Responsibilities**
The Senior Incident Manager will be responsible for owning customer-centric escalations end-to-end, ensuring that the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and are efficiently working together under their coordination until the customer situation is de-escalated.
This includes:
- Participating in and driving internal technical calls.
- Continuous and thorough documentation and reporting of progress made towards resolution.
- Getting involved in customer communication in case customer-facing teams require support.
- Coordinating the implementation of safeguarding structures.
- Closely working with business in a customer-oriented manner and with a proactive service attitude in a highly motivated, globally distributed team.
- Making tactical decisions and taking required actions to restore degraded services within SLAs.
- Creating and implementing change request documentation.
- Being available for on-call duty on a rotation basis.
**Requirements**
To be successful in this role, you will need:
- 8+ years of professional experience, out of which minimum 5 years in IT Infrastructure/networking/functions.
- Previous experience in Helpdesk, Support Engineer, Database Administrator, or BASIS consultant role.
- Knowledge in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies.
- Knowledge of High Availability/Disaster Recovery Strategy.
- Knowledge of SAP Technologies, e.g. SAP Netweaver or HANA-based systems.
- Experience working in a global/multi-cultural environment.
- ITIL knowledge is desirable.
**What We Offer**
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.
