Engineer - Incident Management, ServiceNow

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Work as the responsible Major Incident Manager for Service and Support of HANA Enterprise Cloud Customer Landscapes

Key Responsibilities

Make tactical decisions and take all required actions to restore the broken or degraded service in minimum time • Involve all required support teams • Manage those ad-hoc assembled teams to achieve single target in minimum time • Constantly assess the situation, ask the right questions and trigger people, teams and resources as required • Thoroughly document actions taken in the bridge calls • Stay calm and focused during escalations and manage potential emotions on the consumer side • Establish and thoroughly maintain channels of communication to senior management, regularly updating the status of the incident handling • Have On-duty availability and work within on-duty periods, which is compensated along local regulations Skill Requirements Graduate or Master’s Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems • 8+ years professional experience, out of which minimum 5 years in IT Infrastructure functions • Experience in Performance tuning, Technical reviews and Audits • Knowledge of High Availability/Disaster Recovery Strategy • Has experience working in a global/multi-cultural environments

Other Requirements

ITIL knowledge is desirable • Experience in communication with customers and management as required • Manage complex and highly situational cases • Clear and assertive communication • Proactive in learning and highly self-motivated • Proficiency in written and spoken English