SAP Escalation Manager Job in Budapest, Hungary
Requisition ID: 123053
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
The majority of SAP’s cloud offerings are in the SaaS (Software as a Service) layer. SAP has complete suites for SME (Small and Middle size) markets such as SAP Business ByDesign and SAP Business One and line of business extensions for large enterprise. Key application areas covered with SaaS solutions include people, money, customers and suppliers.
Software as a service, sometimes referred to as "on-demand software," is a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS typically is accessed by users via a web browser.
SaaS Cloud Delivery Budapest is a key location responsible for Operating SAP’s SaaS Cloud Products. Team needs to ensure the various Productive landscapes are running well for European Customers along with global.
We are looking for Escalation Manager who is able to work in a fast paced, high demand environment.
EXPECTATIONS AND TASKS
Key Tasks :
Manage daily Operations tasks 24/7
Drive escalations and root cause analysis and provide solutions for complex incidents
Encourage and drive innovative thinking to solve complex problems
Drive solutions for major escalations in complex environments in cooperation with development/support
Focus on critical Incidents/messages
Take leadership on critical issues that impact the service and availability of the application
Own trainings and workshops
Take ownership of product rollout and operational documentation
Support the management and staff
Act as a management escalation point for staff and issues
Performs management rotation support of upgrades and patches
Drive solutions, deliver on project goals and ensure SLAs are met
Lead internal projects, extended cross LoB activities/communication
Experience on any of the Java enterprise application servers JBoss / Tomcat / weblogic / websphere / Glassfish / tomcat
Database – Oracle
4-7 years’ experience with the following:
Linux Administration and Support
Java Application triage
Tomcat or JBoss administration
Scripting (shell, bash, perl, etc.)
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor or Master Degree in Computer Sciences Technical Skills
OS – Linux / Solaris
OS – Windows Server
Database Principles (at least on a basic level)
VMWare and Virtualization concepts
Java Administration & Monitoring (if is needed)
Troubleshooting tools & techniques
Knowledge of shell / perl scripting
Tomcat/JBoss administration and troubleshooting
Monitoring tool management and administration (if is needed)
Ability to manage, teams that handle escalations and identify, isolate and resolve the issues
Process knowledge in Incident handling
Ability to take leadership to drive issues to resolution
Ability to hire, onboard and train
Mentoring and training of new staff
Cross team collaboration
Ability to communicate and coordinate issues and drive resources to remediate issues
We appreciate: Java/J2EE administration (not mandatory),Linux Certification (not mandatory)
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: firstname.lastname@example.org ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection