Senior Incident Resolution Specialist

hace 1 semana


Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

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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