Major Incident Manager, Enterprise Cloud Services, Monterrey

at  SAP

WE HELP THE WORLD RUN BETTER

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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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
  SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

• 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