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

SAP

Bengaluru

On-site

INR 2,500,000 - 4,000,000

Full time

14 days+

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Job summary

SAP is seeking an experienced SAP technology professional to lead incident and crisis management within Global Cloud Operations. You will manage major incidents, coordinate with partners, and drive root-cause analyses to prevent recurrence.

The role demands strong SAP technical skills, governance collaboration, and calm under pressure. You will work with SAP NetWeaver, SAP HANA, and BI tools, ensuring service quality and customer satisfaction across cloud deployments.

Qualifications

10+ years in technical operations with SAP technologies and DB systems.
Strong incident and crisis management experience with governance partners.
Proven ability to analyze problems and drive preventive actions.

Responsibilities

Lead incident and crisis management for major outages and disruptions.
Coordinate resolution across multiple teams and partners for quick restoration.
Perform root-cause analyses and implement preventive measures.
Maintain clear communication with stakeholders and document learnings.

Skills

Technical Operations

ABAP/JAVA/HANA/DB2

Performance analysis

Incident management

Problem management

Root cause analysis

Communication skills

Customer service

Education

Bachelor’s degree or higher in Computer Science / Engineering / IT Management

Tools

SAP NetWeaver

Business Objects

SAP HANA

SAP Sybase ASE

Public/Private Cloud Ops (Azure/AWS/GCP)

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 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

Meet Your Team

The SDM (Service Disruption Management) is part of the EoS (Enhanced Operations Services) within SAP Global Cloud Operations (GCO). 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 GCO – EoS organization, acts as a trusted advisor to protect and optimize customers' investments in SAP Global Cloud Operations.

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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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

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