Major Incident Manager - SAP ECS Delivery Technical Ops

Are you a results-driven, solution-oriented leader with a strong technical background and a passion for delivering exceptional customer service? If so, we have an exciting opportunity for you to join our team as a Major Incident Manager for SAP ECS Delivery Technical Operations at SAP. In this role, you will be responsible for managing major incidents for our customers and ensuring timely resolution to minimize impact on their business operations. We are seeking a highly skilled individual with experience in SAP ECS and a proven track record in incident management. If you are ready to take on a challenging and rewarding role, we encourage you to apply today.

1. Manage Major Incidents: The primary responsibility of the Major Incident Manager is to effectively manage major incidents for our customers, ensuring timely resolution and minimal impact on their business operations.
2. Ensure Customer Satisfaction: The Major Incident Manager is responsible for delivering exceptional customer service by proactively communicating with customers, providing regular updates and ensuring their satisfaction throughout the incident resolution process.
3. Technical Expertise: As a leader in this role, you must have a strong technical background and deep understanding of SAP ECS to effectively manage and troubleshoot complex incidents.
4. Incident Response and Escalation: The Major Incident Manager must have the ability to quickly respond to and escalate major incidents to the appropriate teams for resolution, while keeping all stakeholders informed throughout the process.
5. Develop and Implement Incident Management Processes: This role requires the development and implementation of effective incident management processes and procedures to ensure timely resolution and minimize impact on customer operations.
6. Analyze and Report on Incidents: The Major Incident Manager is responsible for analyzing and reporting on major incidents, identifying trends and providing recommendations for process improvements to prevent future incidents.
7. Collaborate with Cross-Functional Teams: This role requires strong collaboration skills to work with cross-functional teams, including technical support, engineering, and customer success, to ensure timely and effective incident resolution.
8. Monitor and Maintain SLAs: The Major Incident Manager must monitor and maintain service level agreements (SLAs) for incident response and resolution to ensure customer satisfaction and meet service level targets.
9. Continuous Improvement: As a results-driven leader, the Major Incident Manager is responsible for continuously improving incident management processes and procedures to increase efficiency and customer satisfaction.
10. Mentor and Train Team Members: This role may involve mentoring and training team members on incident management best practices, tools, and techniques to ensure a high-performing team.

According to JobzMall, the average salary range for a Major Incident Manager - SAP ECS Delivery Technical Ops in Bengaluru, Karnataka, India is between ₹1,500,000 - ₹2,500,000 per year. However, this can vary depending on factors such as the specific company, level of experience, and additional skills or certifications.

SAP is a multinational software company based in Walldorf, Baden-Württemberg. It develops enterprise software to manage business operations and customer relations. The company is the world's leading enterprise resource planning (ERP) software vendor.