Major Incident Manager

We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.What You Will DoThe 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 thorough 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 Bring10+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functionsKnowledge of enterprise-level applications and understanding of Global Delivery modelPrevious experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant roleKnowledge in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologiesKnowledge of High Availability/Disaster Recovery StrategyKnowledge of SAP Technologies, e.g. SAP Netweaver or HANA based systemsExperience working in a global/multi-cultural environmentsITIL Foundation v3/v4 is a must, ITIL Service Operation preferableEscalations handling is a key advantage.EducationGraduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business SystemsCertification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)#SAPECSCareersBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: Careers@sap.com.For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.Successful candidates might be required to undergo a background verification with an external vendor.AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.Please note that any violation of these guidelines may result in disqualification from the hiring process.Requisition ID: 441859 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: