IT Technology Services Specialist - SDM ECS(Basis, HANA) 5+ years (424111)
IT Technology Services Specialist - SDM ECS(Basis, HANA) 5+ years (424111)
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Job Description
We help the world run better
At SAP we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative caring team environment with a strong focus on learning and development recognition for your individual contributions and a variety of benefit options for you to choosefrom.
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.
What youll do:
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
- 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.
#SAPECSCareers
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 SAPyou can bring out your best.
We win with inclusion
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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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:
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.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 424111 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
