Major Incident Lead Escalation Officer

Global Cloud Infrastructure Delivery (GCID) 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.

GCID Cloud Control Center is the customer face of GCID providing a central, first point of contact for our Cloud Infrastructure 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 GCID customers. The Major Incident Management Team 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.

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).

You’ve to manage and coordinate all necessary activities, incl. technical units, to solve the (major) incident, by establishing an ad-hoc project organization. Ensuring service restauration end-to-end, making decision on issue resolution measurements and action plan definition and communicate with management and (internal) customers about current impact, next steps in resolution process and incident cause / pre-lim. root cause.

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

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