SAP Senior Operations Architecture Expert - De-Escalation Lead 

Mexico, Nuevo León 

868954513

What you’ll do:

• 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.

What we expect from you:

• Bachelor’s degree in computer science, Information Technology, or related disciplines.
• 5+ years professional working experience in the IT area.
• 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.

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