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Escalation Support Coordinator Major Incidents
1 month ago
**We help the world run better**
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**Summary**
Global Cloud Infrastructure & Delivery (GCID) unit 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 Reliability Services is the customer face department 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, 24/7 - across the globe.
We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation.
**What you'll do**
You will act as a key point of contact for various operational units internally and outside the organization for provision of needed information or contacts and ultimately initiating the Major Incident process based on defined policies.
As a supporting role to the LEO (Lead Escalation Officer), you are an essential part for successful and efficient the Major Incident process.
As main task you must ensure a proper communication and in time documentation of the running major incident.
In detail, the following tasks will belong to your daily work:
- Bridge creation, whiteboard, and Timeline maintenance (in time documentation)
- Preparation and distribution of Initial-to-resolved notifications
- Resource engagement and escalation of internal and external contacts
- Post-Incident BackOffice activities
- Ticket handling and maintenance (SNOW)
- Reporting activities and daily service reviews
**What you bring**
- 2 to 3.5 years of relevant experience
- Knowledge about IT operations processes and structures and its real life usage
- Ability to structure topics, multi-task and work under tight deadlines
- Usage of MS Office products (e.g. TEAMs, Outlook, Excel) as well as Slack for planning and documentation of work
- Experience with ServiceNow ticket system tool
- Open to work weekend duties / public holidays / Early and Late shift
**EDUCATION AND QUALIFICATIONS**
- Positive, clear and assertive communication skills (verbally and in written)
- Very structured and self-reliant way of working, ability to manage priorities and deadlines
- Knowledge about ITIL v3 or v4 especially about Service Operation’s
- Knowledge of infrastructure operations in large scale, SAP or cloud environments
- Experience in incident management process / major incident process
- Experience in a previous support, consulting or comparable roles
- Experience working in Global/multi-cultural environments
- Quick and motivated learner and flexible team player
**Bring out your best**
**We win with inclusion**
SAP’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 and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 413203 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
