Major Incident Manager

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. 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.

Meet your team:

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

You will be part of a highly qualified globally diverse team of Major Incident and Escalation Managers located in India, Germany and Mexico, handling high profile, high pressure and high visibility issues in a 24/7 operations model.

What you'll do:

The Major Incident Manager is owning customer-centric escalations end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and are efficiently working together under their coordination until the customer situation is de-escalated. This includes:

• Participating in and driving of internal technical calls. Continuous and through documentation and reporting of progress made towards resolution.
• Getting involved in customer communication in case customer facing teams require support.
• Coordinate implementation of safeguarding structures.
• Closely working with business in a customer-oriented manner and with proactive service attitude in a highly motivated, globally distributed team.
• Make tactical decisions and take required actions to restore degraded services within SLAs.
• Support overall organization in continuous improvement by applying learnings from past escalations to future ones.
• Create and implement change request documentation.
• Be available for on-call duty on rotation basis.

What you bring:

• Graduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
• 7+ years professional experience, out of which minimum 5 years in IT Infrastructure functions
• Experience in Performance tuning, Technical reviews and Audits Knowledge of High Availability/Disaster Recovery Strategy
• Has experience working in a global/multi-cultural environments
• ITIL knowledge is desirable
• Experience in communication with customers and management as required
• Manage complex and highly situational cases
• Clear and assertive communication
• Proactive in learning and highly self-motivated
• Proficiency in written and spoken English

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: [email protected].