Senior Incident & Knowledge Leader

Sapsf; United States; Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

Sapsf seeks a dedicated professional to ensure on-time resolution of escalated tickets and to maintain quality compliance with SLA standards. The role includes mentoring teammates, creating SOPs, and acting as a liaison to business stakeholders for clear, actionable communication.

Additionally, you’ll validate change orders, participate in capacity planning, and analyze trends to drive opportunities while ensuring positive customer experiences and accurate reporting.

Responsabilités

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• To perform value addition activities such as mentoring administrators and preparing SOPs
• Act as liaison to the business segment, facilitating communication to key stakeholders
• Maintain documentation and knowledge sharing across teams
• Validate Change Order Implementation Plan and human error compliance
• Participate in capacity planning and identify EN business opportunities
• Ensure positive customer feedback through participation in meetings
• Validate analyses (root cause, trend) and reports for stakeholders

Description du poste

Sapsf seeks a dedicated professional to ensure on-time resolution of escalated tickets and to maintain quality compliance with SLA standards. The role includes mentoring teammates, creating SOPs, and acting as a liaison to business stakeholders for clear, actionable communication.

Additionally, you’ll validate change orders, participate in capacity planning, and analyze trends to drive opportunities while ensuring positive customer experiences and accurate reporting.