Escalation Support Coordinator (Major incidents)

The development center of SAP in Bulgaria plays a key role in the defining and developing of the SAP Business Technology Platform. With its more than 1700 professionals, SAP Labs Bulgaria also has strong contributions toward life-cycle management, user interface & user experience across the broader portfolio of SAP products and business applications. Most recently, SAP Labs Bulgaria expanded in the topics of artificial intelligence and cybersecurity. For its 25-year history, the company has established itself as a preferred employer in the IT sector in Bulgaria.

Global Cloud Infrastructure & Delivery (GCID) unit is responsible for running SAP’s backend technology including operations of state-of-the-art data centers and the technical platforms as integral part and foundation for all SAP Cloud solutions and services around the globe. We provide these shared services for SAP’s external cloud business and for SAP’s internal infrastructure such as development, training, or demo landscapes.

GCID Reliability Services is the customer face department providing a central, first point of contact for our cloud Infrastructure customers. We ensure the end-to-end coordination of the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf of our GCID customers, 24/7 – across the globe. We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation.

EXPECTATIONS AND TASKS
You will act as a key point of contact for various operational units internally and outside the organization for provision of needed information or contacts and ultimately initiating the Major Incident process based on defined policies. As a supporting role to the LEO (Lead Escalation Officer), you are an essential part for successful and efficient the Major Incident process.
As main task you must ensure a proper communication and in time documentation of the running major incident.

In detail, the following tasks will belong to your daily work:

• Bridge creation, whiteboard, and Timeline maintenance (in time documentation)
• Preparation and distribution of Initial-to-resolved notifications
• Resource engagement and escalation of internal and external contacts
• Post-Incident BackOffice activities
• Ticket handling and maintenance (SNOW)
• Reporting activities and daily service reviews

REQUIRED SKILLS AND COMPETENCIES:

• Knowledge about technologies and applications in ICT industry and cloud environments
• Knowledge about IT operations processes and structures and its real life usage
• Ability to structure topics, multi-task and work under tight deadlines
• Usage of MS Office products (e.g. TEAMs, Outlook, Excel) as well as Slack for planning and documentation of work
• Experience with ServiceNow ticket system tool
• Open to work weekend duties / public holidays / Early and Late shifts

EDUCATION AND QUALIFICATIONS

• Positive, clear and assertive communication skills (verbally and in written)
• Very structured and self-reliant way of working, ability to manage priorities and deadlines
• Knowledge about ITIL v3 or v4 especially about Service Operation’s
• Knowledge of infrastructure operations in large scale, SAP or cloud environments
• Experience in incident management process / major incident process
• Experience in a previous support, consulting or comparable roles
• Experience working in Global/multi-cultural environments
• Quick and motivated learner and flexible team player

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