ATLAS IT Site Reliability Engineer

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.

What youll build:

ATLAS (Automating the Total customer Lifecycle Across SAP) integrates the commercial and technical world for the Private Cloud streamlining processes for improved customer service and faster delivery. By standardizing automating and optimizing customer landscape implementation and changes ATLAS will enable ECS to efficiently manage the growing customer base while minimizing errors and maintaining excellence. Additionally ATLAS will play a crucial role in handling the anticipated volume of RISE with SAP deals ensuring ECS can meet the increasing demand for its services.

• Responsible for Incident Management and functional troubleshooting of ATLAS Tool chain
• Analyze troubleshoot Incidents / Service request relatedto ATLAS tool chain.
• Align with all the stakeholders to ensure we focuson resolution of tickets.
• Responsible for Root cause analysis of ATLAS Tickets.
• Responsible for providing feedback to ATLAS Product Managers after features which are missing in ATLAS.
• Responsible for performing technical analysis drive topics for resolution.
• Responsible for creating technical documentation wiki
• Process Improvements KPI monitoring
• Escalation Management: Invoke Escalation when needed.
• Ensure Incidents/ Request are responded and resolved within SLA/OLA.
• Analysing support workflowsand making suggestions to improve efficiency and effectiveness.
• Effective communication with Leadership team and with the team.
• Regular Review of OLA with all internal Stakeholders
• Support the team by creating Knowledge basewhich will help the ITSM unit.
• Tickets to be analysed troubleshooting.

What you bring:

• 4 to 7 years experience working in Operations support model. Knowledge on RISE with SAP will be added advantage
• Experience in delivering frontline customer management along withexperience in anyone of Hyperscales likeAWS Azure GCP
• 4-7 years hands on experience in ITIL Process which includes Incident Service Request and Change request.
• Demonstrated understanding of common customer service tools and processes.
• Ability to communicate effectively with senior executives/ management.
• Excellent analytical and problem-solving skills. Experience working in Provisioning.
• Attention to detail and accuracy in financial data analysis and reporting.
• Ability to work independently and collaboratively in a team environment.
• Effective communication and interpersonal skills
• Experience in a multinational or cross-cultural work environment. Good Knowledge
• Knowledge on Customer Life cycle is must from Contract signature to Decommissioning

Where you Belong

GCE ATLAS Customer care team is Operations team responsible for End to End Operation for ATLAS focus on the overall delivery engagement with holistic coverage of all customer-facing units in SAP Enterprise Cloud Services under one umbrella. To ensure scale and efficiencies at doing that Global Customer Engagement unit has been are a global team within one of the most dynamic units at SAP. If you are passionate about leveraging data and information to drive strategic initiatives and are looking for an opportunity to make a meaningful impact we encourage you to apply for the role.

#ITT2

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
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: 438015 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid