.Major Incident Manager, Enterprise Cloud Services, Monterrey 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. 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.The TeamThe 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 RoleWork as the responsible Major Incident Manager for Service and Support of HANA Enterprise Cloud Customer LandscapesMake tactical decisions and take all required actions to restore the broken or degraded service in minimum timeInvolve all required support teamsManage those ad-hoc assembled teams to achieve single target in minimum timeConstantly assess the situation, ask the right questions and trigger people, teams and resources as requiredThoroughly document actions taken in the bridge callsStay calm and focused during escalations and manage potential emotions on the consumer sideEstablish and thoroughly maintain channels of communication to senior management, regularly updating the status of the incident handlingHave On-duty availability and work within on-duty periods, which is compensated along local regulationsRequirementsGraduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems10+ years professional experience, out of which minimum 5 years in an MIM role or managerial role in IT Infrastructure functionsExperience in Performance tuning, Technical reviews and AuditsKnowledge of High Availability/Disaster Recovery StrategyExperience working in global/multi-cultural environmentsITIL knowledge is desirableExperience in communication with customers and management as requiredManage complex and highly situational casesClear and assertive communicationProactive in learning and highly self-motivatedProficiency in written and spoken EnglishBring out your bestSAP 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.We win with inclusionSAP'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
