Major Incident Manager

1 day ago

Toronto, Canada SAP Full time

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.

Meet your team:

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

You will be part of a highly qualified globally diverse team of Major Incident and Escalation Managers located in India, Germany, and Mexico, handling high profile, high pressure and high visibility issues in a 24/7 operations model.

What you'll 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:
  • Graduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
  • 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
  • Has experience working in a global/multi-cultural environment
  • 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

#SAPECSCareers

Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

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.

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