**We help the world run better****Role requires to attend office in MONTERREY- 2 days a week****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**:- 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**We build breakthroughs together****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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.**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: 381149 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.