What we offerOur company culture is focused on helping our employees enable innovation by building breakthroughs together. 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:PURPOSE AND OBJECTIVESGlobal Cloud Services (GCS) is responsible for running SAP's backend technology includingoperations of state:of:the:art data centers and the technical platforms as integral part andfoundation 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.GCS Cloud Control Center is the customer face of GCS providing a central, first point ofcontact for our Cloud Infrastructure Customers. We ensure the end:to:end coordination ofthe resolution of incidents, root:cause:analysis, service requests and any other inquiries on behalfof our GCS customers, 24/7:across the globe.We take care of incident escalation management to ensure fastest possible restoration incase of service down or degradation.EXPECTATIONS AND TASKSYou 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:stylelist:style:type:circle: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 reviewsREQUIRED SKILLS AND COMPETENCIES:Knowledge about IT operations processes and structures and it' 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:Importante empresa with ServiceNow ticket system tool:Importante empresa in usage of PagerDuty:Open to work weekend dutiesEDUCATION AND QUALIFICATIONS:University degree or similar education in Information Technology, Software Engineering, Computer Science or communication:good communication skills (verbally and written), ability to provide clear and assertive communication: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, heterogeneous SAP or cloud environments.:Importante empresa in incident management process / major incident process:Importante empresa in a previous Support, Consulting or Engineering, or role:Importante empresa working in Global/multi:cultural environments:Quick and motivated learner and flexible team playerWe are SAPSAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership
