Major Incident Manager

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.
The Enterprise Cloud Services (ECS) Delivery Technical Operations team 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.
What you will do:

The Major Incident Manager is owning customer-centric escalations end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and are efficiently 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.
• Make tactical decisions and take required actions to restore degraded services within SLAs.
• Support overall organization in continuous improvement by applying learnings from past escalations to future ones.
• Create and implement change request documentation.
• Be available for on-call duty on rotation basis.

What you bring:

• 10+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functions
• Knowledge of enterprise-level applications and understanding of Global Delivery model
• Previous experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
• Knowledge in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
• Knowledge of High Availability/Disaster Recovery Strategy
• Knowledge of SAP Technologies, e.g. SAP Netweaver or HANA based systems
• Experience working in a global/multi-cultural environments
• ITIL Foundation v3/v4 is a must, ITIL Service Operation preferable
• Escalations handling is a key advantage.

EDUCATION:

• Graduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
• Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)

• 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.
• Make tactical decisions and take required actions to restore degraded services within SLAs.
• Support overall organization in continuous improvement by applying learnings from past escalations to future ones.
• Create and implement change request documentation.
• Be available for on-call duty on rotation basis