Major Incident Manager

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

SAP Enterprise Cloud Services (ECS) supports mission-critical operations for businesses worldwide. The Delivery Technical Operations team ensures seamless OS database and SAP application support across diverse infrastructures. As aMajor Incident Manager in Monterrey Mexico youll lead high-impact escalations and restore service continuity for global customers.

Bring it

Youre a decisive leader with deep technical knowledge and a customer-first mindset. You bring:

• 6 years of experience including 5 in IT infrastructure or networking

• Strong understanding of SAP technologies (NetWeaver HANA) databases and operating systems

• Proven experience in incident management and escalation handling

• Familiarity with high availability and disaster recovery strategies

• ITIL Foundation certification and excellent coordination skills

Build it

Youll own customer-centric escalations end-to-end coordinating cross-functional teams to resolve issues swiftly and effectively. Your work will:

• Lead internal technical calls and manage resolution progress

• Support customer communication and implement safeguarding measures

• Make tactical decisions to restore degraded services within SLAs

• Document and apply learnings to improve future incident handling

• Participate in on-call rotations to ensure 24/7 coverage

Belong

SAP fosters a culture where innovation and inclusion go hand in hand. Youll thrive in a team that:

• Values flexibility and purpose-driven work

• Invests in learning development and recognition

• Embraces diverse perspectives and backgrounds

• Supports well-being and work-life balance

• Encourages you to bring out your best

#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-to-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 purpose-driven and future-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.

We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

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

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 434998 Work Area: Software-Design and Development Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid