• Major Incident Manager , HEC Delivery Jobs in Romania - 25340777

  • SAP Labs Pvt Ltd
  • Romania
  • Save Job
  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

City Bucharest, B, RO

Company SAP

Requisition ID236537
Work Area Information Technology
Expected Travel 0 - 10 PERCENT
Career Status Professional
Employment Type Regular Full Time
Career Level T3
Hiring Manager Dominik Passon

Recruiter Name Andreea Cretiu


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 Thats 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 its the best-run businesses that make the world run better and improve peoples lives


HANA Enterprise Cloud (HEC) Delivery runs the SAP Cloud powered by HANA and is responsible for services and support for operations of customer business systems and applications embedded in an international delivery approach

Beside day to day administration we are part of strategic projects for new technologies as reference for SAP customers

The HEC Delivery Team is currently located in Germany, India, Mexico and Hungary and is now expanding its operations and support team to Romania

HEC Delivery has 24/7 responsibility for incidents handling, escalations, problem management and continuous improvement

For our HEC location in Bucharest we are looking to hire an experienced Incident Manager to support the SAP Cloud powered by HANA for customers across EMEA

Read more about SAP HANA here

Expectations and tasks

As a MIM you will

Work as the responsible Manager on Duty for Service and support of SAP Cloud powered by HANA Customer Landscapes; you will be in direct contact with the customer via phone, email or ticketing system
Operate SAP technology based system landscapes to achieve ambitious SLA requirements
Make tactical decisions and take all required actions to restore the broken or degraded service in minimum amount of time
Involve all required support teams
Manage those ad-hoc assembled teams to achieve single target in minimum time
Constantly assess the situation, ask the right questions and trigger people, teams and resources as required
Act as single point of contact for all stakeholders involved in issue resolution (eg Cloud MoDs, resolver teams, Management etc)
Request HEC Management support if required in very critical situations or for short term decisions to be made
Analyse distinctively Separate service restoration from root cause analyses
Stay calm and focused during escalations and manage potential emotions on the consumer side
Work in alignment with the company procedures to ensure an efficient and quality service
Be responsible for proper documentation, definition of technical operational concepts and guidelines for the implemented SAP landscapes
Create and implement change request documentation
Have On-duty availability and work within on-duty periods, which is compensated along local regulations

Education and knowledge/skills and competencies

Graduate or Master Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems from a Romanian University
Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)
Knowledge of enterprise-level applications and understanding of Global Delivery model

Technical Skills

5 years professional experience, out of which minimum 3 years in IT Infrastructure/networking/ functions
Previous relevant experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role

SAP Basis Strong Knowledge and Hands on experience of Technical Planning , Installations, Upgrades, Maintenance etc,
Technically fluent in Database (Oracle/DB2/SQL Server/MaxDB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
Experience in Performance tuning, Technical reviews and Audits
Knowledge of High Availability/Disaster Recovery Strategy
Knowledge of SAP Technologies; eg SAP Netweaver or HANA based systems, Solution Manager; BusinessObjects, BusinessObjects Data Services

Has experience working in a global/multi-cultural environments
ITIL knowledge is desirable

Personal Skills

Experience in communication with customers and managing expectations
Ability to confidently communicate with different layers of the management as required
Strong customer focus and service minded
Sense of urgency fast responder
Manage complex and highly situational cases
Strong analytical & problem solving skills
Clear and assertive communication
Good team player and ability to work effectively in international and virtual teams
Continually develop SAP solution core skills and business knowledge based on accumulated experience;
Able to provide knowledge transfer from certain technology areas
Proactive in learning and highly self-motivated
Proficiency in written and spoken English
German is an advantage


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 youre searching for a company thats 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

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 CareersNorthAmericasapcom or CareersLatinAmericasapcom, APJ CareersAPJsapcom, EMEA Careerssapcom)

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

Additional Locations

Job Segment Engineer, ERP, Oracle, Database, Developer, Engineering, Technology

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 07th Jun 2020

Key Skills:

Would you like to try out these free online tutorials?

People who search this job also searched for the following Keywords

Salary trends based on over 1 crore profiles

View Salaries

All rights reserved © 2018 Wisdom IT Services India Pvt. Ltd DMCA.com Protection Status