Major Incident Manager

Major Incident Manager
Bucureşti
Bucharest, Bucharest, Romania

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you will do:

The Major Incident Manager is owning
- centric escalations
-
- end. They are responsible for making sure the appropriate resources from various technical and
- delivery teams are assigned to an escalation and are efficiently working together under their coordination until the customer situation is
- escalated. This includes:

Participating in and driving of internal technical calls.

Continuous and thorough documentation and reporting of progress made towards resolution.

Getting involved in customer communication in case customer facing teams require support.

Coordinate implementation of safeguarding structures.

Closely working with business in a
- oriented manner and with proactive service attitude in a highly motivated, globally distributed team.

Make tactical decisions and take required actions to restore degraded services within SLAs.

Support overall organization in continuous improvement by applying learnings from past escalations to future ones.

Create and implement change request documentation.

Be available for
- call duty on rotation basis.

What you bring:

10+ years professional experience, out of which minimum 5 years in IT Infrastructure/networking/ functions

Knowledge of
- level applications and understanding of Global Delivery model

Previous experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role

Knowledge in Database (Oracle/DB2/SQL Server/Max
DB) administration, Operating Systems (Unix/Windows/Linux), hardware technologies

Knowledge of High Availability/Disaster Recovery Strategy

Knowledge of SAP Technologies, e. g. SAP Netweaver or HANA based systems

Experience working in a global/multi-cultural environments

ITIL Foundation v3/v4 is a must, ITIL Service Operation preferable

Escalations handling is a key advantage.

Education:

Graduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems

Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)

#SAPECSCareers

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 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
- driven and
- 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.

Informații detaliate despre oferta de muncă

Firma:	SAP
Localiția:	Bucureşti Bucharest, Bucharest, Romania
Adăugat:	22. 11. 2025 Postul de muncă activ

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