SAP Major Incident Lead Escalation Officer 

Mexico, Nuevo León 

278312539

EXPECTATIONS AND TASKS:

You will work as the responsible Manager on Duty to run infrastructure service restoration activities. You’re accountable for re-establishment of the service by cross departmental coordination of 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 and closely 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:

• 7+ years of professional IT experience, out of which minimum 3 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