SAP Technology Services Manager- Incident Management 

Mexico, Nuevo León 

536765136

In your role as Manager for E
Incident Managementyou will lead and further grow a diverse team of engineers owning and executing on our processes related to alert management, incident and

You are responsible for:

• Lead the team through critical situations e.g. mass outage or crisis situation affecting large part of our infrastructure.
• Continuously assess and improve theincident /outage and crisis handling capability of the team
• Lead and further develop a team of technical experts
• Define smart goals for the team and its individuals and manage their performance
• Identify development areas and align development goals with the team
• Regularly review and challenge KPIs
• Coach the team and act as an advisor on both technical and non-technical topics
• Together with the team, improve quality of service delivery and lower TCO via increased standardization and automation
• Supporting and driving tool and automation requirements and strategy related to alert management and outage handling
• Supporting or driving continuous improvement projects and also projects related to new technology adoption
• Streamlining and coordinating improvement requests related to alert management and outage handling
• Representing in various management forums within and outside ECS.

What you bring:

• Ideally 3+ years of professional experience as IT manager/lead in an SAP/Cloud environment and overall Experience of 12+ years is preferred.

• Certifications in ITIL, SAP Basis Administration, SAP HANA, any of the hyperscalers are desired
• Work experience including lead / managerial experience in the area of cloud operations / IT Operations and Support

• Strong SAP Basis, OS (Linux), Database (SAP HANA & SAP ASE) and system operations (Monitoring, Backup, IDM etc.) know-how including hands-on experience as well as exposure to multi-cloud platforms is desired

• Preferably work experience within ECS (or similar Cloud LoB)
• Proven track record as team lead and in successfully managing complex projects
• Expert experience with IT Architecture and major SAP Cloud Management Tools (e.g. SPC, LaMa, etc.)
• IT process standardization and automation experience are highly recommended
• Self-starter, with proactive and independent working style including strong result orientation and execution focus
• Strong team player & interpersonal skills
• Experience working in global team setup
• Ability to interact, engage and negotiate with ECS stakeholders including C-level communication
• Experience with management reporting including metrics and key performance indicators
• Experience with data driven decision making and should be well adept in interpreting trends and insights from large volume of operations and customer experience related data
• Analytical and problem solving skills
• Degree in Computer Science or equivalent from any recognized institution.
• Knowledge on Artificial Intelligence and its application in operations is highly desired and experience of driving AI solution adoption project will have added advantage
• Experience with ServiceNow is desired.

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