Requisition ID : 195656
Work Area : Software-Development Operations
Expected Travel : 0 - 10%
Career Status : Professional
Employment Type : Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done.
Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all.
We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-
run businesses that make the world run better and improve people’s lives.
PURPOSE AND OBJECTIVES
You will be responsible for the execution, education, and continuous improvement of our Service Management processes, focusing on Incident and Problem Management.
You will be part of a team that takes our Incident and Problem management to the next level, executing with excellence and driving adoption and awareness across all of SAP Concur.
When you aren’t managing incidents, you will be providing support and guidance to all of our technology teams to ensure effective problem management.
As an evangelist for our Service Management processes you will help others understand the roles and responsibilities and the business value that our processes provide.
The Critical Incident / Problem Manager is responsible for managing major service impacting incidents as part of a 24 / 7 globally distributed team
Drive incidents to resolution, providing structure, coordination, and consistency
The right person for this role has the confidence and skill to direct others in high-pressure situations, keeping people on task, and making sure they are doing everything possible to achieve the best results for our customers
When the incidents are over, you will be working with relevant teams, driving to root cause and ensuring corrective actions are identified and implemented
Evaluate the current state of our processes, identify areas of improvements, and implement those improvements across the organization
Demonstrate value and to provide feedback into the improvement process by understanding the need for KPIs and metrics
To be successful in this role the ideal candidate will be able to demonstrate the business value that processes provide and influence the service teams to effectively adopt and follow the processes on an ongoing basis
Work with variety of people, including engineers, program managers, and executive management
EXPECTATIONS AND TASKS
Participate in critical incident management 24 / 7 rotation
Drive Problem Management to identify root cause and corrective actions
Provide training for all roles within the Incident and Problem Management processes
Establish metrics and reporting to create visibility into adoption and effectiveness of processes
Define and implement improvements to Concur’s Incident Management process
Promote the role and value of Service Management processes across the entire organization
Adapt Service Management processes to integrate with evolving DevOps practices
Work across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
3+ years managing major incidents to resolution, defining and implementing Service Management processes such as ServiceNow, Remedy, and Jira
Proven experience driving down MTTR and MTBF through Incident and Problem Management
Strong written skills for communicating directly with executive management and customers
ITIL Foundations certification
Demonstrated experience with large scale SaaS systems
Success working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
Demonstrate a proactive approach to detecting and resolving issues
Displays mature mindset and operates independently
Adapts to new, last minute, unplanned, and difficult assignments
Comfortable working with in a distributed team located in multiple time zones
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 : Careers.NorthAmerica sap.com or Careers.LatinAmerica sap.
com, APJ : Careers.APJ sap.com, EMEA : Careers sap.com).
Successful candidates might be required to undergo a background verification with an external vendor.
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