Senior Server Management Enhanced Operation Service Specialist - SDM

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 choose from.

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 Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering.

The Enhanced Operation Service is part 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 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:

Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS - Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.
We are looking for an experienced Linux Administration expert for the Enhanced Operations Service (EOS) team who should have a proven track record in Server management, Critical Situation Handling, with a strong technical and process background.
A customer first mindset is necessary.

As an Enhanced Operations Service Specialist - you are responsible for:
1. Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
2. Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.
3. Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer.
4. Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.
5. Root Cause analysis for Service requests failures/outages, performance issues - continuous improvement methodologies
6. Analyze root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
7. Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
8. Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
9. Process improvement initiatives for daily operational activities
10. Streamline standard operating procedures by focusing on automation enhancements.
11. Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.

SKILLS AND COMPETENCIES
• Strong experience in administration of our cloud platform based on Linux operating systems in Azure, AWS and Google Cloud as well as in SAP data centres. Pacemaker administration knowledge would give an edge over others.
• Practical experience with OS operation, upgrades and security patching
• Networking experience with the suite of TCP/IP, IP routing, NAT, firewalls
• Experience with network services like DNS and LDAP and HTTP proxies
• Good understanding of IT security, OS hardening
• Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g. Ansible, CHEF)
• Experience with server operations in large environments and in public clouds - Azure, AWS, GCP.
• Experience in Problem Management, Root cause analysis methodologies

EDUCATION AND QUALIFICATIONS
• 8+ years of related professional experience
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Expert Linux Administrator
• Expert in at least one of the public cloud administrations - Azure, AWS, 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.

EXPECTED TRAVEL:

• Expected travel requirement is 10%

#SAPECSEOS

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

SAP’s 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: Careers@sap.com.

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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s 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 88,700 - 185,400 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: www.SAPNorthAmericaBenefits.com

Requisition ID: 409902 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid