Enterprise Cloud Incident Resolution Specialist
2 days ago
SAP's Enterprise Cloud Services organization is a global business unit providing cloud hosted infrastructure and application management services to SAP customers worldwide. As a Major Incident Manager, you will be part of a highly qualified team handling high-profile, high-pressure issues in a 24/7 operations model.
About the Role
The Major Incident Manager is responsible for owning customer-centric escalations end-to-end. This involves ensuring the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and working together efficiently under their coordination until the customer situation is de-escalated.
Key Responsibilities:
- Participate in and drive internal technical calls to resolve issues
- Continuously document and report progress made towards resolution
- Collaborate with customer-facing teams for support when needed
- Coordinate implementation of safeguarding structures
- Work closely with business teams in a customer-oriented manner with a proactive service attitude in a highly motivated, globally distributed team
Requirements
This role requires a Graduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems. You should have 7+ years professional experience, out of which minimum 5 years in IT Infrastructure functions. Experience in Performance tuning, Technical reviews and Audits Knowledge of High Availability/Disaster Recovery Strategy is also required.
What We Offer
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. Additionally, you will have access to continuous learning opportunities, flexible work arrangements, and a comprehensive total rewards package that includes health benefits, retirement savings plans, and paid time off. The targeted combined range for this position is $109,100 - $185,400 CAD.
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