Job Description

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: The Major Incident Manager (MIM) is responsible for the rapid coordination, communication, and resolution of high-severity incidents that impact business-critical services across SAP's cloud environments. This role ensures minimal disruption through efficient escalation, stakeholder engagement, and collaboration with internal and external partners. The MIM acts as the central point of command during major incidents, helping ensure business continuity and operational resilience. Roles & Responsibilities: Required Experience: 3-5 years in incident or IT operations management (cloud or enterprise environments). Lead and manage the end-to-end lifecycle of major incidents from detection to closure. Serve as the central point of contact during high-severity issues, ensuring cross-functional collaboration. Leverage Cross Line-of-Business (LoB) Correlated Monitoring to proactively detect critical incidents. Escalate time-sensitive issues to the RIDE (Risk & Incident De-Escalation) Team. Ensure timely, transparent communication to internal stakeholders and external customers during outages. Coordinate with the Digital Command Center to determine incident blast radius and emerging business impacts. Conduct and document post-incident reviews, ensuring knowledge transfer to Problem Management. Collaborate with infrastructure, application, and hyperscaler teams for incident resolution and RCA input. Tools & Technologies: Experience with ServiceNow (HCSM), monitoring tools, cloud platforms (AWS, Azure, GCP). Additional Information: Bachelor's degree in Computer Science, Information Technology, or related field. Certifications: ITIL Foundation preferred. Preferred: Exposure to AI/agentic ticket handling and automation in incident response.
15 years full time education
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Skills Required