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. How? 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.
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.
EXPECTATIONS AND TASKS: Take over responsibility for problem management of Major and high impact Incidents.Organize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliers.Conduct the Root Cause Analysis (RCA) and identify technical root cause.Request official root cause statements from suppliers.Obtain the agreed customer business impact, responsibility and final downtime from the service delivery management.Conduct quality assurance of the RCA documents and providing corresponding feedback.Identify all possible improvements regarding processes, people, governance and platforms.Assure that the necessary sustainable solutions with committed responsible persons and due dates are recorded.Coach, mentor, and train Problem Coordinators.Provide regular (daily) status updates on progress.Request 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 management.Co-designing of new KPIs.REQUIRED SKILLS, EDUCATION, COMPETENCIES: University degree (or equivalent).5+ years' experience within the IT environment and processes.Detailed knowledge about ITIL especially about Service Operation's INM, PRM, CHM.Fluent English, both oral and written is mandatory.First experience in large, complex and international projects.Very good practical skills of project management methods.ICT-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 meetings.Very strong analytical skills required, pro-customer orientation on a high-level.Excellent management, problem solving, communication, interpersonal, and organizational skills.Excellent judgment, tact, and decision-making ability.Excellent ability to work effectively with clients and other senior to top management personnel.High degree of initiative, responsibility, reliability and proactive action.Bring 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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: ******.
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: 399344 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Location: San Pedro Garza García, Nuevo Léon, MX, 66265.
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