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The SDM (Service Disruption Management) is part of the EoS (Enhanced Operations Services) within SAP Enterprise Cloud Services Delivery. This dedicated team focuses on streamlining strategic customers' end-to-end delivery and focuses on delivery issues (outages, incidents, service exaction failures) to bring the system stability. We offer various cloud deployment options using our infrastructure, partners, and public cloud resources. The SDM is a key role in the SAP ECS – EoS organization, acts as a trusted advisor to protect and optimize customers' investments in SAP Enterprise Cloud Services.

What you'll build:

We are looking for an experienced SAP technology professional within our organization, responsible for leading and managing the resolution of major incidents and crises that impact our services and systems. This individual will ensure that incidents are managed efficiently and effectively, minimizing the impact on service delivery and ensuring the highest level of customer satisfaction. The role requires a proactive leader with strong SAP technical and process expertise, exceptional problem-solving skills, working on governance model with partners, and the ability to work under pressure.

The Service Disruption Management team, the responsibilities include:

Working in incident and crisis management team, ensuring timely and effective response to major incidents and crises. Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible.
Act as the primary point of contact for incident escalation during shift. Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary.
Oversee thorough root cause analysis for all critical incidents. Develop and implement preventive measures to avoid recurrence.
Maintain clear and effective communication with stakeholders throughout the incident lifecycle. Provide regular updates on incident status, impact, and resolution efforts.
Identify and drive initiatives to improve incident management processes. Standardize and simplify incident response procedures to enhance efficiency and effectiveness.
Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management.
Lead, mentor, and develop the incident management team. Foster a collaborative and high-performance culture within the team.
Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively.
Work closely with partners and internal teams, to ensure a coordinated and integrated approach
Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. Share knowledge and best practices with the broader organization.

What you bring:

5+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role
Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
Experience in Problem Management, Root cause analysis methodologies
Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
Capacity to continuously acquire new knowledge in an independent and proactive way.
Good analytical and solution-oriented thinking
Very good communication and networking skills
Experience of safeguarding customer relationship.
Strong customer service focus

Where you belong:

The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

IT Technology Services Specialist - SAP Basis, Service Disruption Management

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