Job Description

• The Critical Incident Manager role is key in the Company Operate Division.
• We are the face of Company to our clients, ensuring compliance and delivery of our world-class service offering.
• We also work closely with the Operate and technical teams to help grow accounts and deliver stable, profitable services.
• The Critical Incident Management team provides 24x7x365 days support.
• As a CIM, you could be called to manage the clients at any time of the day, including weekends and holidays.
• 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.

Responsibilities Duties:

Operational Service Management

• Manage Task and Issue assigned to the Critical Incident Management team.
• Build an excellent, open, and supportive environment with the Service Delivery Managers and the technical teams.
• Ensure Company Leadership Principles are adhered to.

Customer Relationship Management

• Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer.
• Ensure a good understanding of the customer’s critical business processes and any SAP-related process performance and bottlenecks.
• Apply the Company Leadership Principles in maintaining your relationship with those key stakeholders.

Contract Management

• Ensure adherence to the contractual terms and scope.
• Drive down (all) costs proactively through all possible means.

Service Level Management

• Ensure adherence to P1 and P2 Service Levels
• Identify and implement areas for improvement.

Service Escalation Management

• Act as Escalation Manager in the resolution of P1’s and P2’s;
• Write and ensure delivery of Major Incident Reports.

Problem Management

• Act as Critical Incident Manager in the resolution of P1’s and P2’s;
• Write and ensure delivery of Root Cause Analysis Report
• Follow-thru the closure of identified Resolution Actions

Service Automation

• Ensure consistent cost reduction through automation.
• Ensure Service Automation Tools are optimized for efficiency.

Service Improvement

• Develop and Manage the Critical Incident Service Improvement Plan.

Key Skills:

• We are deep SAP specialists, and our customers expect us to be able to have a sensible conversation about SAP.
• As a Critical Incident Manager, you are the key interface between the Customer and Company in the event of a Critical incident where there is a significant disruption to the Customer’s business.
• For that, to be a trusted and value-added relationship, you need to be able to have meaningful conversations with SAP Functional, Technical, and Management capabilities within the customer and Company.
• In addition to being fluent in ‘SAP Speak,’ a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

Experiance Qualifications:

• We are deep SAP specialists, and our customers expect us to be able to have a sensible conversation about SAP.
• As a Critical Incident Manager, you are the key interface between the Customer and Company in the event of a Critical incident where there is a significant disruption to the Customer’s business.
• For that, to be a trusted and value-added relationship, you need to be able to have meaningful conversations with SAP Functional, Technical, and Management capabilities within the customer and Company.
• In addition to being fluent in ‘SAP Speak,’ a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

• Good in Technical writing –

  When writing Major Incident and Root Cause Analysis reports, you should be able to translate the technical terms into layman’s terms that everyone can understand.

• You are innovative –

  You are happy to challenge established patterns in the industry if they do not make sense to customers; you can put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;

• Command authority naturally –

  You don’t need borrowed power to enlist the help of others – you know how to do it - you are optimistic, viewed in a favorable light, and valued by the organizations you work for.

• Possess quick sifting abilities, knowing what to note and what to ignore –

  The latter is more critical since there are almost always too much data and rarely too little; missing the right things is better than trying to master extraneous data.

• Ask good questions and listen to stakeholders –

  Great Critical Incident managers don’t just go through the motions; they care about communication and the opinions of the parties involved, and they are sufficiently self-aware to know how those stakeholders receive their communication.

• Do not use information as a weapon or a means of control –

  You communicate entirely and concisely, all the while giving others real information without fear of what they’ll do with it.

• Cultivate and rely on extensive informal networks inside and outside Company to solve problems that arise –

  You identify any critical issues that threaten customers and handle them resolutely (vs.ignoring them);

• Look forward to going to work –

  You believe that Critical Incident Management is an exciting challenge that’s critical to our success: you view Critical Incident Management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training and education.

• Selected applicants will be subject to a background investigation, which will be conducted, and the results will be used in compliance with applicable law.

Benefits:

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