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Incident Escalation Manager Job

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Date: Oct 26, 2020

City: Budapest, BU, HU

Company: SAP



Requisition ID: 250712
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Management
Employment Type: Regular Full Time



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


Global Cloud Services (GCS) is responsible for running SAP’s backend technology including operations of state-of-the-art data centers and the technical platforms as integral part and foundation for all SAP Cloud solutions and services around the globe. We provide these shared services for SAP’s external Cloud Business and for SAP’s internal infrastructure such as development, training, or demo landscapes.


GCS Customer Interaction Center is the customer face of GCS providing a central, first point of contact for our Cloud Infrastructure Services Customers. We ensure the end-to-end coordination of the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf of our GCS customers. 

The Major Incident Management runs globally in a follow the sun shift model. We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation.

You will work as the responsible Manager on Duty to run infrastructure service restoration activities.

The following tasks will belong to your daily work: 
•    Act as Incident Escalation Manager as part of the Global Incident escalation model
•    Own major incident escalation efforts from start to finish 
•    Take all required actions to restore the broken or degraded service in minimum amount of time, i.e. involve all required teams, technicians, supporters as well as upper management and manage those ad-hoc assembled teams 
•    Constantly, assess the situation, ask the right questions and trigger people, teams and resources as required
•    Act as single point of contact for all stakeholders involved, align with Incident escalations managers from cloud delivery units, consumers 
•    Make tactical decisions e.g. approve additional maintenance expenses for ad-hoc hardware replacement outside SLA hours with hardware vendors
•    Separate service restoration from root cause analyses
•    Stay focused, amidst crisis and manage potential emotions on the consumer side
•    Oversight of technical process delivery, efficiencies, goals and practice
•    Continuous review and improvement recommendations toward organizational process
•    The Incident Escalation Management Team is covering the service 24/7 in the follow the sun mode. 



Required skills:
•    Understands infrastructure by virtue of previous experience any combination of the following: 
      -    cloud infrastructure, cloud computing, cloud services and/or
      -    virtual mashines, networks, Linux/SuSe OS, storages, backup systems, and/or 
      -    programming knowledge 
      is welcome  
•    Quick and motivated learner
•    Sense of urgency – fast responder
•    Stays focused in critical situations – “ability to sail the ship in the storm”
•    Manage complex and highly situational cases
•    Strong analytical and problem-solving skills
•    Clear and assertive communication
•    Be able to confidently communicate with different layers of the management as required
•    fluent in English
Preferred skills:
•    Has experience working in Global/multi-cultural environments
•    ITIL knowledge is desirable.

10+ years professional experience, out of which minimum 5 years in IT Infrastructure functions.


Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

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