Gain full access to job listings from company websites worldwide.
Only Verified, High-Quality JobsNo ads, scams, or junk.
Save Time and Focus on Real OpportunitiesExplore thousands of open positions, including a wide range of flexible remote jobs tailored to your lifestyle.
Professional Resume Review IncludedReceive expert feedback with specific suggestions to enhance your resume.
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. 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.
Global Cloud Infrastructure Delivery (GCID) is responsible for running SAP's backend technology including operations of state-of-the-art data centers and the technical platforms as integral part and foundation for all SAP Cloud solutions and services around the globe.
GCID Cloud Control Center is the customer face of GCID providing a central, first point of contact for our Cloud Infrastructure Customers. We ensure the end-to-end coordination of the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf of our GCID customers. The Major Incident Management Team runs globally in a follow the sun shift model. We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation.
EXPECTATIONS AND TASKS: You will work as the responsible Manager on Duty to run infrastructure service restoration activities. You're accountable for re-establishment of the service by cross departmental coordination of all involved internal units and relevant 3rd parties (e.g. vendor support).
You've to manage and coordinate all necessary activities, incl. technical units, to solve the (major) incident, by establishing an ad-hoc project organization. Ensuring service restoration end-to-end, making decisions on issue resolution measurements and action plan definition and communicate with management and (internal) customers about current impact, next steps in resolution process and incident cause / pre-lim. root cause.
The following tasks will belong to your daily work:
Own major incident escalation efforts from start to finishAct as single point of contact for all involved stakeholders in the restoration process and closely align with Incident escalations managers from cloud delivery unitsDefine work streams for technician investigation:to trigger the incident resolutioncommunication with management about impact, root cause, resolution steps and work-streams.Reporting – Summarization of main facts about the issue itself within the Incident report, pre-filling of necessary fields in the RCA document, measurement and reports of the ticket qualitySupport function for Problem Management (PRM) after the Major incident, during initial PRM activities root cause analysis (RCA).Execution and support on emergency changes, disruptive changes, daily regional operations meetings, daily status calls and high visibility events (e.g. SAPPHIRE)Contribute to team internal continuous service improvementREQUIRED SKILLS AND COMPETENCIES: Knowledge about IT operations processes and structures and its real life usageKnowledge about technologies and applications in ICT industry and cloud environmentsExtraordinary communication skills (verbal and written)Ability to organize, present and moderate telephone conferences in a structured mannerExperience in project management or leading of virtual teamsVery good analytical skills within all OSI layersCoordination skills: managing complex technical investigationsKnowledge of quality management methodologiesOpen to work on on-call and weekend dutiesEDUCATION AND QUALIFICATIONS: 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functionsExperience in a previous Support, Consulting, Engineering, or leadership roleStrong communication skills, ability to provide clear and assertive communicationSubject matter expert in incident management process / major incident processVery structured and self-reliant way of working, ability to manage priorities and deadlines.Excellent judgment and decision-making abilityKnowledge about ITIL v3 or v4 especially about Service Operation's INM, PRM, CHMExperience working in Global/multi-cultural environmentsQuick and motivated learnerStrong analytical and problem-solving skillsBring out your best SAP 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 406375 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
#J-18808-Ljbffr