Major Incident Manager

**What we offer****Purpose & Objective of Position**The Enterprise Cloud Services (ECS) Delivery Technical Operations team runs the HANA Enterprise Cloud (HEC) and is responsible for OS, DB & SAP Apps (such as S/4 HANA) operations & support for our customers across multiple infrastructures - SAP DCs, AWS, Azure & GCP.The ECS Escalation Lead is owning customer-centric escalations End-to-End. They are responsible for making sure the appropriate resources from various technical as well as customer-delivery teams are assigned to an escalation and are efficiently and effectively working together under their coordination until the customer situation is de-escalated.**This includes**:- Participating in and driving of 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- Coordinate implementation of safeguarding structures- Closely working with business in a customer-oriented manner and with proactive service attitude in a highly motivated, globally distributed team**Expectations & Tasks**- Operate SAP technology based system landscapes to achieve ambitious SLA requirements- Make tactical decisions and take all required actions to restore the broken or degraded service in minimum amount of 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.- Act as single point of contact for all stakeholders involved in issue resolution (e.g. Cloud MoDs, resolver teams, Management etc.).- Request ECS Management support if required in very critical situations or for short term decisions to be made.- Analyse distinctively Separate service restoration from root cause analyses.- Stay calm and focused during escalations and manage potential emotions on the consumer side.- Work in alignment with the company procedures to ensure an efficient and high quality service- Be responsible for proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes- Create and implement change request documentation- Have On-duty availability and work within on-duty periods**Skills / Competencies**- 8+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functions- Previous relevant experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role- SAP Basis- Strong Knowledge and Hands on experience of Technical Planning, Installations, Upgrades, Maintenance etc.,- Technically fluent in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies- Experience in Performance tuning, Technical reviews and Audits- Knowledge of High Availability/Disaster Recovery Strategy- Knowledge of SAP Technologies; e.g. SAP Netweaver or HANA based systems, Solution Manager; BusinessObjects, BusinessObjects Data Services- Has experience working in a global/multi-cultural environments- ITIL knowledge is desirable.**Educational Requirements**- Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)**We are SAP****Our inclusion promise**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. We ultimately believe in unleashing all talent and creating a better and more equitable world.EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |