SAP Looking for Escalation Support Coordinator (Incident Management Associate) at Bengaluru East, Karnataka, India Full Time

Our 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-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. Apply now!

PURPOSE AND OBJECTIVES

Global Cloud Services (GCS) 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. GCS Cloud Control Center is the customer face of GCS 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 GCS 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.

EXPECTATIONS AND TASKS

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

Required Skills And Competencies

• Knowledge about technologies and applications in ICT industry and cloud environments
• 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
• Experience with ServiceNow ticket system tool
• Open to work weekend duties

Education 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.
• Experience in incident management process / major incident process
• Experience in a previous Support, Consulting or Engineering, or role
• experience working in Global/multi-cultural environments
• Quick and motivated learner and flexible team player

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

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.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: [email protected]

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 385417 | Work Area: Information Technology | Expected Travel: 0 – 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: .