SAP Major Incident Manager - Enterprise Cloud Services 

Canada, Ontario, Toronto 

569029511

You will be part of a highly qualified globally diverse team of Major Incident and Escalation Managers located in India, Germany and Mexico, handling high profile, high pressure and high visibility issues in a 24/7 operations model.

What you'll 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 through 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:

• Graduate or Master's Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
• 7+ years professional experience, out of which minimum 5 years in IT Infrastructure functions
• Experience in Performance tuning, Technical reviews and Audits Knowledge of High Availability/Disaster Recovery Strategy
• Has experience working in a global/multi-cultural environments
• ITIL knowledge is desirable
• Experience in communication with customers and management as required
• Manage complex and highly situational cases
• Clear and assertive communication
• Proactive in learning and highly self-motivated
• Proficiency in written and spoken English

We win with inclusion

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

Job Segment:ERP, Cloud, Computer Science, Drafting, CAD, Technology, Engineering