Major Incident Manager - Enterprise Cloud
- SAP India
- 3 to 7 Yrs
- Bengaluru
- 3 years ago
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Job Description
SUMMARY
Enterprise Cloud Services (ECS) Delivery runs the SAP Cloud powered by HANA and is responsible for services and support for operations of customer business systems and applications embedded in an international delivery approach.
Beside day to day administration we are part of strategic projects for new technologies as reference for SAP customers.ECS Delivery has 24/7 responsibility for incidents handling, escalations, problem management and continuous improvement.
For our HEC location in Bangalore we are looking to hire an experienced Incident Manager to support the SAP Cloud powered by HANA for customers across APJ.
Read more about SAP HANA here:
https://www.sap.com/products/hana.html
The ROLE:
Work as the responsible Manager on Duty for Service and support of SAP Cloud powered by HANA Customer Landscapes; you will be in direct contact with the customer via phone, email or ticketing system
Operate SAP technology based system landscapes to achieve ambitious SLA requirements
Make tactical decisions and take all required actions to restore the broken or degraded service in minimum amount of time
Involve all required support teams.
Manage those ad-hoc assembled teams to achieve single target in minimum time
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 in issue resolution (e.g. Cloud MoDs, resolver teams, Management etc.).
Request HEC Management support if required in very critical situations or for short term decisions to be made.
Analyse distinctively Separate service restoration from root cause analyses.
Stay calm and focused during escalations and manage potential emotions on the consumer side.
Work in alignment with the company procedures to ensure an efficient and quality service
Be responsible for proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes
Create and implement change request documentation
Have On-duty availability and work within on-duty periods, which is compensated along local regulations.
ROLE REQUIREMENTS
Graduate or Master s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)
Knowledge of enterprise-level applications and understanding of Global Delivery model
5+ years professional experience, out of which minimum 3 years in IT Infrastructure/networking/ functions
Previous relevant experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
SAP Basis Strong Knowledge and Hands on experience of Technical Planning , Installations, Upgrades, Maintenance etc.,
Technically fluent in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
Experience in Performance tuning, Technical reviews and Audits
Knowledge of High Availability/Disaster Recovery Strategy
Knowledge of SAP Technologies; e.g. SAP Netweaver or HANA based systems, Solution Manager; BusinessObjects, BusinessObjects Data Services
Has experience working in a global/multi-cultural environments
ITIL knowledge is desirable.
WHAT YOU GET FROM US
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.
SAP'S DIVERSITY COMMITMENT
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: Ca*****************a@***.com or Ca*****************a@***.com , APJ: Ca********J@***.com , EMEA: Ca****s@***.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
Job Segment: Cloud, ERP, Engineer, Developer, Database, Technology, Engineering
Employement Category:
Employement Type: Full timeIndustry: Education / Training
Role Category: Operations Management / Process Analysis
Functional Area: Not Applicable
Role/Responsibilies: Major Incident Manager - Enterprise Cloud
Contact Details:
Company: SAP IndiaLocation(s): Bengaluru
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