IT Technology Services Senior Specialist - SAP Basis, Service Disruption Management

Job description

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's 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 SAP’s 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 SAP’s 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 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. What You'll 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 (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 • 10+ 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 an