Lead for Application Root Causes Analysis - IT Technology Services Expert  (f/m/d): Enterprise Cloud

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.

What You’ll Do:

The ECS Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases and Applications as well as to provide 24/7 support for our customers. Within this organization, the Applications Technical Area is responsible to define strategies to maintain the lifecycle of the applications, to ensure readiness of operational processes for our service teams and to provide hands-on support in escalated or complex cases. Most importantly our team members are an essential part of the ECS Outage Response teams, providing 24/7 support follow the sun from our locations in APJ, EMEA and North America.

As a technical area we are covering those tasks across all service aspects like system build, monitoring & alerting, incident & problem management updates/upgrades, configuration changes etc. and act as a bridge to other teams in ECS like portfolio planning, service engineering, security.

You, as member of the Applications Root Cause Analysis team,

• Follow up on outages, failed service requests, customer escalations and other IT problems.
• You will analyze the technical root and collaborate closely with other teams like product development or technical support.
• In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team.
• You we also provide hands-on operations support in escalated or complex cases.
• You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.
• Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.

What You Bring:

• Solid hands-on understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial)
• Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener etc.
• Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.
• Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.
• Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
• Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
• Very good English language skills
• 8+ years relevant IT experience

#SAPECSCareers

Meet The Team:

Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering. Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS infrastructure provided by hyperscalers like Microsoft Azure, Google Cloud Platform or Amazon Web Services (AWS). ECS delivered services include backups, patching, provisioning and upgrades, restore and disaster recovery, infrastructure monitoring and event detection. Services are delivered from all regions (EMEA/MEE/AMER/APJ) having a strong international focus and cultural diversity.

The ECS Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases and Applications as well as to provide 24/7 support for our customers. Within this organization, the Applications Technical Area is responsible to define strategies to maintain the lifecycle of the applications, to ensure readiness of operational processes for our service teams and to provide hands-on support in escalated or complex cases. Most importantly our team members are an essential part of the ECS Outage Response teams, providing 24/7 support follow the sun from our locations in APJ, EMEA and North America.

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 156000 - 265100(CAD) 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.

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: 413003 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid