As a Senior Problem Manager within the Global Cloud Infrastructure and Delivery organization (GCID) at SAP, you will assist with the management and coordination of the root causes analysis of (Major) incidents and defining the measures that contribute to the overall improvement of IT operations and its processes. Responsible for planning, leading, and controlling Problem Management with focus on prevention of Incidents.
EXPECTATIONS AND TASKS: Take over responsibility for problem management of Major and high impact IncidentsOrganize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliersConduct the Root Cause Analysis (RCA) and identify technical root causeRequest official root cause statements from suppliersObtain the agreed customer business impact, responsibility and final downtime from the service delivery managementConduct quality assurance of the RCA documents and providing corresponding feedbackIdentify all possible improvements regarding processes, people, governance and platformsAssure that the necessary sustainable solutions with committed responsible persons and due dates are recorded;Coach, mentor, and traing Problem CoordinatorsProvide regular (daily) status updates on progressRequest reproduction of incident situation from involved suppliers to identify technical root cause (if applicable)Responsible for overall incident reporting (Root Cause Overview, preventive measures tracking list)Providing regular KPI calculation and reporting results to senior and top managementCo-designing of new KPIsREQUIRED SKILLS, EDUCATION, COMPETENCIES: University degree (or equivalent)5+ years' experience within the IT environment and processesDetailed knowledge about ITIL especially about Service Operation's INM, PRM, CHMFluent English, both oral and written is mandatoryFirst experience in large, complex and international projectsVery good practical skills of project management methodsICT-Operations-Know-How (previous experience in technical positions)Practical knowledge of Quality Management and Problem Management (e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools)Experience of organizing and leading teleconferences and meetingsVery strong analytical skills required, pro-customer orientation on a high-levelExcellent management, problem solving, communication, interpersonal, and organizational skillsExcellent judgment, tact, and decision-making abilityExcellent ability to work effectively with clients and other senior to top management personnelHigh degree of initiative, responsibility, reliability and proactive action
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