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SAP Major Incident Manager 
Romania 
715852616

23.09.2024

What you will 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 thorough 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:

  • 10+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functions
  • Knowledge of enterprise-level applications and understanding of Global Delivery model
  • Previous experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
  • Knowledge in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
  • Knowledge of High Availability/Disaster Recovery Strategy
  • Knowledge of SAP Technologies, e.g. SAP Netweaver or HANA based systems
  • Experience working in a global/multi-cultural environments
  • ITIL Foundation v3/v4 is a must, ITIL Service Operation preferable
  • Escalations handling is a key advantage.


Education:

  • Graduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
  • Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)