Service Disruption Specialist, SAP ECS - Enhanced Operations Services- (424086)

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Within theCustomer Services & Delivery (CS&D) Board area the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAPs private cloud offering.

The Enhanced Operation Serviceispart 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 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.

The Service Disruption Management teamresponsibilities 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:
5-7 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
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 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.

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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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EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 83200 - 141400 CAD. The actual amount to be offered to the successful candidate will be within that range dependent upon the key aspects of each case which may include education skills experience scope of the role location etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: .

Due to the nature of the role which involves global interactions with SAP entities as well as with employees and stakeholders in Canada functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 424086 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid