Job Information
SAP Senior Problem Manager in San Pedro Garza Garca, Mexico
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 choosefrom.
As a Senior Problem Manager within theGlobal Cloud Infrastructure and Delivery organization(GCID) at SAP, you will assist with the management and coordination of the root causes analysis of (Major) incidents and defining the measures that contribute to the overall improvement of IT operations and its processes. Responsible for planning, leading, and controllingProblem Management with focus on prevention of Incidents.
Global Cloud Infrastructure Delivery (GCID) is responsible for running SAPs backend technology including operations 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.
EXPECTATIONS AND TASKS:
Take over responsibility for problem management of Major and high impact Incidents
Organize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliers
Conduct the Root Cause Analysis (RCA) and identify technical root cause
Request official root cause statements from suppliers
Obtain the agreed customer business impact, responsibility and final downtime from the service delivery management
Conduct quality assurance of the RCA documents and providing corresponding feedback
Identify all possible improvements regarding processes, people, governance and platforms
Assure that the necessary sustainable solutions with committed responsible persons and due dates are recorded;
Coach, mentor, and traing Problem Coordinators
Provide regular (daily) status updates on progress
Request reproduction of incident situation from involved suppliers to identify technical root cause (if applicable)
Responsible for overall incident reporting (Root Cause Overview, preventive measures tracking list)
Providing regular KPI calculation and reporting results to senior and top management
Co-designing of new KPIs
REQUIRED SKILLS, EDUCATION, COMPETENCIES:
University degree (or equivalent)
5 years experience within the IT environment and processes
Detailed knowledge about ITIL especially about Service Operations INM, PRM, CHM
Fluent English, both oral and written is mandatory
First experience in large, complex and international projects
Very good practical skills of project management methods
ICT-Operations-Know-How (previous experience in technical positions)
Practical knowledge of Quality Management and Problem Management(e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools)
Experience of organizing and leading teleconferences and meetings
Very strong analytical skills required, pro-customer orientation on a high-level
Excellent management, problem solving, communication, interpersonal, and organizational skills
Excellent judgment, tact, and decision-making ability
Excellent ability to work effectively with clients and other senior to top management personnel
High degree of initiative, responsibility, reliability and proactive action
#SAPGCIDCareers
Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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,you can bring out your best.
We win with inclusion
SAPs 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: Careers@sap.com
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 (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . 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: 399344 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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