SAP Architecture Senior Specialist/Expert Operations OCC - De-Escalation Lead 

Mexico, Nuevo León 

424542542

Expectations and tasks

• Manage, support and drive de-escalations during major incidents
  
• Serve as the single-point-of-contact for all stakeholders during major incidents
• Drive/moderate discussions between key stakeholders and experts
• Communication to senior management on an executive level in case of major incidents
• Drive and support problem management for major incidents
• Drive continuous improvement of the operational services in terms of process design, tools, operational efficiency, reducing TCO, support quality and customer satisfaction
• Takes personal initiative to improve processes and develop new approaches to tasks
• Maintain a healthy LoB relationship within IT Operations
• Coordinate and lead project safeguarding activities across all involved application and infrastructure teams

Education and qualifications / skills and competencies

• Bachelor’s degree in Computer Science, Information Technology or related disciplines
  
• Strong experience in working with business in a customer-oriented manner and with proactive service attitude
• Understanding of business process operations and sound knowledge of the main internal systems at SAP
• Experience in working with senior management
• Ability to work in virtual setups and to build networks
• Excellent verbal and written communication skills
• Fluent English language skills are mandatory.
• Technical background in business application and understanding of SAP Solutions or NetWeaver Technology systems is preferred

5+ years professional working experience in the IT area.The position can be filled as part time position.