SAP Major Incident Lead Escalation Officer - 

Bulgaria, Burgas 

788909498

the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf

model. We take care of incident escalation management to ensure fastest possible restoration incase of service down or degradation.

EXPECTATIONS AND TASKS

You will work as the responsible Manager on Duty to run infrastructure service restorationactivities. You’re accountable for re-establishment of the service by cross departmental coordinationof 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 andclosely 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

• 3-5 years professional IT experience, out of which minimum 5 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

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