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SAP Major Incident Lead Escalation Officer 
Mexico, Nuevo León 
278312539

12.09.2024


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).

The following tasks will belong to your daily work:

  • Own major incident escalation efforts from start to finish
  • Act as single point of contact for all involved stakeholders in the restoration process and closely align with Incident escalations managers from cloud delivery units
  • Define work streams for technician investigation:
    • to trigger the incident resolution
    • communication 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 quality
  • Support 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 improvement

REQUIRED SKILLS AND COMPETENCIES:

  • Knowledge about IT operations processes and structures and it’ real life usage
  • Knowledge about technologies and applications in ICT industry and cloud environments
  • Extra ordinary communication skills (verbal and written)
  • Ability to organize, present and moderate telephone conferences in a structured manner
  • Experience in project management or leading of virtual teams
  • Very good analytical skills within all OSI layers
  • Coordination skills: managing complex technical investigations
  • Knowledge of quality management methodologies
  • Open to work on on-call and weekend duties

EDUCATION AND QUALIFICATIONS:

  • 7+ years of professional IT experience, out of which minimum 3 years in IT Infrastructure functions
  • Experience in a previous Support, Consulting, Engineering, or leadership role
  • Strong communication skills, ability to provide clear and assertive communication
  • Subject matter expert in incident management process / major incident process
  • Very structured and self-reliant way of working, ability to manage priorities and deadlines.
  • Excellent judgment and decision-making ability
  • Knowledge about ITIL v3 or v4 especially about Service Operation’s INM, PRM, CHM
  • Experience working in Global/multi-cultural environments
  • Quick and motivated learner
  • Strong analytical and problem-solving skills