Senior Incident Resolution Specialist
hace 1 semana
SAP is a leader in enterprise software and solutions, helping companies run better by running simpler.
**About the Role**
We are seeking an experienced Senior Incident Resolution Specialist to join our Enterprise Cloud Services (ECS) Delivery Technical Operations team. This role requires attendance at our office in MONTERREY 2 days a week.
**Key Responsibilities:**
- Work as the responsible Major Incident Manager for Service and Support of HANA Enterprise Cloud Customer Landscapes
- Make tactical decisions and take all required actions to restore the broken or degraded service in minimum time
- Involve all required support teams
- Manage those ad-hoc assembled teams to achieve single target in minimum time
- Constantly assess the situation, ask the right questions and trigger people, teams and resources as required
- Thoroughly document actions taken in the bridge calls
- Stay calm and focused during escalations and manage potential emotions on the consumer side
- Establish and thoroughly maintain channels of communication to senior management, regularly updating the status of the incident handling
- Have On-duty availability and work within on-duty periods, which is compensated along local regulations
**Requirements:**
- 10+ years professional experience, out of which minimum 5 years in an MIM role or managerial role in IT Infrastructure functions
- Experience in Performance tuning, Technical reviews and Audits
- Knowledge of High Availability/Disaster Recovery Strategy
- Has experience working in a global/multi-cultural environments
- ITIL knowledge is desirable
- Experience in communication with customers and management as required
- Manage complex and highly situational cases
- Clear and assertive communication
- Proactive in learning and highly self-motivated
- Proficiency in written and spoken English
**What We Offer:**
We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience, plus benefits such as health insurance, retirement plan, and paid time off.
**Location:** Monterrey, Mexico
**Job Type:** Full-time
**Employment Type:** Regular Full Time
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