Senior Problem Manager
hace 2 meses
We are seeking a highly skilled Senior Problem Manager to join our Global Cloud Infrastructure and Delivery organization at SAP. As a key member of our team, you will play a critical role in the management and coordination of root cause analysis of major incidents and defining measures to improve IT operations and processes.
Key Responsibilities:- Lead problem management calls with operations, service delivery management, technical experts, and suppliers to identify root causes and develop sustainable solutions.
- Conduct root cause analysis and identify technical root causes, requesting official root cause statements from suppliers as needed.
- Collaborate with service delivery management to obtain customer business impact, responsibility, and final downtime.
- Develop and implement quality assurance processes for RCA documents and provide feedback to stakeholders.
- Identify process improvements, people, governance, and platform enhancements to prevent future incidents.
- Coach, mentor, and train Problem Coordinators to ensure effective problem management practices.
- Provide regular status updates on progress and request reproduction of incident situations from suppliers to identify technical root causes.
- Responsible for overall incident reporting, including Root Cause Overview and preventive measures tracking list.
- Develop and maintain KPIs to measure problem management effectiveness and report results to senior and top management.
- University degree or equivalent.
- 5+ years' experience in IT environment and processes, with detailed knowledge of ITIL, especially Service Operation's INM, PRM, and CHM.
- Fluent English, both oral and written, is mandatory.
- First experience in large, complex, and international projects.
- Strong analytical skills, pro-customer orientation, and excellent management, problem-solving, communication, interpersonal, and organizational skills.
- Excellent judgment, tact, and decision-making ability.
- Ability to work effectively with clients and other senior to top management personnel.
- High degree of initiative, responsibility, reliability, and proactive action.
SAP is an equal opportunity employer and is committed to diversity and inclusion. We believe that our employees are our greatest asset and we invest in their growth and development to inspire confidence and help everyone realize their full potential.
We are proud to be an affirmative action employer and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and require accommodation or special assistance, please send an email to our Recruiting Operations Team.
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