• Lead the end-to-end lifecycle of incidents, from detection and logging to resolution and closure, ensuring adherence to agreed SLA.
• Act as the primary point of contact for incident communication and provide timely updates to affected users, management, and other stakeholders.
• Monitor incident queues, escalate issues as necessary, and coordinate efforts across support team to ensure swift resolution.
• Triage, lead and facilitate the major incidents ensuring timely resolution as per the agreed SLA.
• Facilitate post incident reviews to identify underlying causes and implement corrective actions to prevent future occurrences.
• Continuously evaluate and improve incident management processes, tools and workflows.
• Ensure incidents are resolved efficiently to restore normal service operations as quickly as possible.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

SAP Service Delivery Manager

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SAP Authorization Consultant

SAP BTP Platform Owner

SAP Hybris Commerce Lead

SAP Authorization Consultant, German