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SAP Senior Operations Architecture Expert - De-Escalation Lead 
Mexico, Nuevo León 
868954513

12.12.2024

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.