Major Incident Manager

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

The Incident manager to drive resolution activities on High and Critical incidents. He / She is responsible for managing customer escalation during the lifecycle of an incident and Set expectations during customer escalation while providing relief. Resolution driver and guarantee the necessary steps are being taken to resolve incidents through the escalation process.

Responsibilities

• Perform as primary interface with customer escalations for Incidents crated at Syntax.
• Ensure proper communication with Customer throughout escalation process.
• Provide Regional Status (Americas) for all escalated Incidents.
• Train technical teams and Service Operations teams to use the process and procedures defined by Incident Management ITSM.
• Identifying, analyzing, and initiating the escalation process at Syntax based on the escalation criteria defined.
• Drive and lead resolution activities with an escalation management team.
• Set expectations during customer escalation while providing relief and follow through resolution activities along with escalation management team to ensure customer satisfaction.
• Initiate hierarchical escalation as per the incident management process, including Sr Management.
• Coordinate Critical Incidents and Lessons Learned, Share results with Region management and foster process improvements.
• Oversight and support of a team that assess escalations and make immediate decisions towards incident resolution.
• Work hand by hand with the Incident Management team and Service Operations team members to establish a high level of quality on the handling of Critical Incidents.
• Responsible for the efficiency & effectiveness of Incident Management process within the Organization
• Act as the point of contact for the business for the overall management of all incidents raised
• Provide incident updates to Incident Managers to send accurate communication updates to customer of Critical and High incidents until resolution
• Managing communications to customers and leadership
• Escalation point within the Incident Management process to escalate next level of support
• 24 x 7 Availability for Critical Incidents

Skills & Experience

• Bachelor’s degree in Information Technology or a related discipline.
• Minimum 6 years of related experience preferred; previous experience of working in shifts is mandatory.
• 1 year minimum of leadership skills and / or managerial experience.
• Minimum of 6 years’ experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential
• ITIL Certified to Foundation level preferred.
• Familiar with basic troubleshooting in Linux, Windows, Network, SAP, Oracle and Public Cloud services.
• Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365.
• Incident management experience in SAP, Oracle, Azure, AWS is highly desired.

Personal competencies

• Ability to work under pressure
• Ability to adapt well under Critical Incidents.
• Result driven mindset
• Must have excellent English written and verbal skills.
• Strong inter-personal skills

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!