• Technical Escalation Management Engineer Jobs in Mexico - 25331030

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

Job Description:

City Mexico City, MEX, MX

Company SAP

Recruiter Name Jaime Romo Bravo


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

Location in NA Monterrey, Mexico

Is this role open to a recent graduate No

Position Description

SuccessFactors (SF) is SAPs HCMCloud solution with nearly 7,000 SaaS customers around the globe SFCloud Operations (Cloud Ops) division oversees and manages all underlaying Cloud operations activities and technical support

SFCloud Ops is seeking a Senior Cloud Ops Escalation Engineer for its Incident Management group, focusing on both Cloud application and hardware physical layers operations, managing the HCM operational incident tickets to successful resolution

Could Ops mission is to ensure seamless and continuous operation of critical systems, scalable for an ever-increasing demand Unlike on-premise IT operation, this position will have visibility into all tiers of the service, from code to application lifecycle and infrastructure

Expectations and Requirements

Leadership abilities and discernable history of problem solving, including driving down time to resolution on service impacting events; Inquisitive and passionate for solving problems
Strong IT technical background
Ability to work efficiently and calmly in a dynamic, time sensitive customer issues, with strong multi-tasking and relationship building capabilities
Proactively own high severity escalations, lead the technical engagement and restore operational state in minimal amount of time
Lead as core driver in identifying gaps defining, driving and updating escalation methodologies, combined with innovative thinking in problem solving, and identify issues, concerns, weaknesses, and opportunities for improvements
Improve service resolutions by recovery automation, repeat avoidance, and Root Cause Analysis
Collaborate cross organizationally with pertinent teams during escalations and resolutions
Provide an independent eye and perspective on deliverables, focusing on performance and risk
Advocate service and design continuous improvements, and mentor developing talents

Qualifications and Education

Bachelor or Masters Degree in Computer Science or a related technical field or equivalent applied experience, with understanding of operations and development methodologies
5 years of software development, data structure, operations or support engineering; as well as technical analysis (code or infrastructure), analysis and triage of large-scale distributed systems
Knowledge and/or experience with at least one Cloud operation technologies Java and NET based applications, SaaS or Software Cloud architecture, including web services and application services (deployment, scalability, monitoring)
Infrastructure, storage, networking, dB, and operating systems eg TCP/IP, UDP, ICMP, etc, Linux/Unix systems from kernel, shell, scripting, etc, Enterprise/Service Provider Data Center Architecture (high density servers, backbone routers/switches, load balancers, SAN/NAS)
IT security principles and disaster recovery, Industry Technical Certifications (CCNA, CCNP, OCA, RHCE, etc), and enterprise database technology (eg HANA, MSSQL)
Various monitoring tools and solutions, such as Splunk, Zabbix, Moogsoft, etc

Knowledge and/or certifications in ITIL, ITSM, Agile and Scrum principals
Dynamic environments, such as call center, incident resolution, dispute and escalation handling

Fluent in English with strong verbal, written, and presentation skills; Strong inter-personal skills, including proficiency in interaction with multi-national colleagues around the world
Detailed knowledge of HCM Cloud products is not required, but rapidly gaining familiarity with related core products and technology are expected


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 Manager, ERP, Engineer, Cisco, SAP, Management, Technology, Engineering

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 : 06th Jun 2020

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