Incident Manager

Ref-Code: DE-60430398-EN-15-003
Work area: Information Technology
Expected travel: 0% - 30%
Career status:
Employment type: Regular Full Time
COMPANY DESCRIPTION
SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.As one of the fastest growing multi-channel software leaders in Europe and North America, we'd like to strengthen our teams in our Montreal & Munich offices. hybris is a fast-growing global company, which means you have a great opportunity to grow and succeed with us!

Top organizations such as Adidas, Lufthansa, Nespresso, Toy's'R'Us, Reebok, Pirelli have chosen hybris. The hybris suite supports a number of sales and marketing channels including e-commerce, mobile, Call Center and Print Publications. The Incident Manager is responsible for the effective implementation of the incident management process and carries out corresponding reporting and analysis. The successful candidate is a highly technical individual able to drive and guide the troubleshooting efforts for complex problems.
EXPECTATIONS AND TASKS
- Development, implementation, and maintenance of a stable incident management process
- Managing high priority, and critical incidents to ensure timely resolution
- Guide technical teams, and lead troubleshooting efforts towards resolution
- Producing technical and management information related to incidents, including reports and KPIs
- Ensuring that all teams follow the incident and problem management processes
- Lead root cause analysis
- The successful candidate is expected to be contactable 24/7 (Within Reason)
WORK EXPERIENCE
The successful candidate:
- Have a minimum of 8 years' experience in the high tech industry in a technical position.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
The successful candidate:
- Holds a minimum of Bachelor Degree in Computer Science and / or related disciplines, or an equivalent combination of education and experience
- Have strong problem and troubleshooting skills.
- Wide technical knowledge of virtualization, storage, linux, apache, java, networking and database to allow triaging and troubleshooting of issues.
- Have strong verbal and written communications skills.
- ITIL Certification(s) and Technology Certification(s) are considered an asset.