.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. 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.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 recordedCoach, mentor, and train 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
