Job Description

• This company is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders.
• As part of a 24/7 customer operations team, they will take direct customer responsibility to maintain and upgrade our customers cloud-based SAP environments.
• They will contribute to build and maintain standard operating procedures and knowledge articles as well are expected to contribute to methodology and / or automation deployment.
• As a Critical Incident Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers.
• You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. 
•  You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers’ advocate helping prioritize and gain momentum in solving complex challenges.
• You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented.
• As a Critical Incident Manager, you will contribute in the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream.

Responsibilities Duties:

• Excellent in working with remote teams
• 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required.
• Flawless handover of Major Incidents 24/7
• Lead customer calls and communication as well as internal communication/ escalations
• Lead escalation to Partner Managers or customer-specific Partner Managers, i.e., AWS, Azure, Google or SAP
• Ensure Global Process adherence from Detecting a Major Incident over Customer-handling / communication to Root Cause Analysis is delivered, and action items being implemented
• Keep track and periodically report of all Major Incidents across to ensure Postmortems are conduced and actions are closed.
• Scope includes current Customer Escalation Management, Internal Escalation Management (i.e., internal support tooling), Customer-specific Escalation Management and Partner escalation management.
• Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream
• Other duties may be assigned by the Department Head and/or its representatives

Key Skills:

• Excellent in working in remote teams
• Excellent in managing senior level stakeholder
• Minimum of 2 years of Process Management experience (i.e. Incident Management)
• Proficient in ITIL processes especially Incident, Problem Management and Change Management
• Basic hands-on Project Management experience
• Proven experience in contributing to process improvements
• Excellent English language written and oral communication skills.
• Ability to work collaboratively as part of a global team.
• SAP Basis background is preferred but not required.
• Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred
• Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

Experiance Qualifications:

• Excellent in working in remote teams
• Excellent in managing senior level stakeholder
• Minimum of 2 years of Process Management experience (i.e. Incident Management)
• Proficient in ITIL processes especially Incident, Problem Management and Change Management
• Basic hands-on Project Management experience
• Proven experience in contributing to process improvements
• Excellent English language written and oral communication skills.
• Ability to work collaboratively as part of a global team.
• SAP Basis background is preferred but not required.
• Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred
• Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

Benefits:

Benefits: This may include training, health, insurance, commuting support, lunch service etc.