IT Technology Services Senior Specialist SAP Basis, Service Disruption Management

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

RISE with SAP brings together the solutions and services our customers need for a true business transformation in one package in the way that works best for them. We know that transformation is a journey not a destination so RISE with SAP allows customers to change not only once but to continually transform with SAP alongside them during every step of the way.

RISE with SAP S/4HANA Cloud private edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment while benefiting from a new level of flexibility tailoring the software to meet their specific needs retaining company-specific configurations and customizations of their SAP ERP system and accessing the latest capabilities that give their company a competitive advantage.

Under RISE with SAP SAP allows customers to run their SAP S/4 HANA and other SAP applications in a managed private cloud environment either in SAPs own datacentres IaaS Hyperscalers SAP Premium Suppliers or in customers own existing datacentres. SAP has established strategic partnerships with the major cloud infrastructure providers including Amazon Web Services (AWS) Microsoft Azure and Google Cloud Platform (GCP) to offer customers maximum choice for their SAP private cloud deployment.

Within the Customer Services & Delivery (CS&D) Board area the mission of the Global Cloud Operations (GCO) organization is to run and operate SAPs private cloud offering.

The Enhanced Operation Service is part of SAP Global Cloud Operations organization. This is a dedicated team which will focus on leading and optimizing strategic customers end-to-end delivery and operation model during the customers 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.

What youll do:

We are looking for an experienced SAP technology professional within our organization responsible for 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 strong SAP technical and process expertise exceptional problem-solving skills working on governance model with partners and the ability to work under pressure.

TheService Disruption Management (SDM)team 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:

10years 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

Bachelors 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

Very good English language skill

Meet your team:

The SDM (Service Disruption Management) is part of the EoS (Enhanced Operations Services) within SAP Global Cloud Operations (GCO). 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 GCO EoS organization acts as a trusted advisor to protect and optimize customers investments in SAP Global Cloud Operations.

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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.

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SAPs 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.

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Requisition ID: 457622 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid