Senior Major Incident Manager

**We help the world run better**
The Enterprise Cloud Services (ECS) Delivery Technical Operations team is responsible for OS, DB & SAP Apps (such as S/4 HANA) operations & support for our customers across multiple infrastructures - SAP DCs, AWS, Azure & GCP.
**What you will do**
The Major Incident Manager is owning customer-centric escalations end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation and are efficiently working together under their coordination until the customer situation is de-escalated. This includes:
- Participating in and driving of internal technical calls.
- Continuous and thorough documentation and reporting of progress made towards resolution.
- Getting involved in customer communication in case customer facing teams require support.
- Coordinate implementation of safeguarding structures.
- Closely working with business in a customer-orien...