Major Incident Manager, Enterprise Cloud Services, Monterrey
hace 4 días
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
The Team
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 Role
- 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
- Graduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems.
- 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.
Bring out your best
At SAP, you can bring out your best.
We win with inclusion
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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
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: 406206 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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