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.
SUMMARY
The Operations Center, part of the reliability services team, is a foundational component of SAP’s Cloud Service Management strategy.
We are the first point of contact towards Cloud Service Management (CSM) providing a centralized intake services and queries for Product Support, MCC and including different lines of business (LoBs) and their applications running on SAP Converged Cloud and Public Cloud. We make sure that Cloud Reliability is assured through our rapid response and restoration services available 24/7 and reacts efficiently if any incidents arise. Operations Center offers a wide variety of services, including Service Desk for Major Incident Intake and Observability for Proactive Major Incident Recognition, as well as, knowledge & coordination services.
The goal is to ensure a faster incident validation and escalation management. As a Cloud Operations Lead – ISBN/CX, you will be at the center of SAP’s Cloud Service Management operational processes, enabling solutions that empower to provide exceptional support services to meet the CSM goals of increased availability, overrall reliability , and consistent service levels that can be delivered upon.
If you are an experienced Cloud Operations Lead with a passion for delivering harmonized IT processes and driving simplification in the operations, a career at SAP in our team may be right for you!
WHAT YOU'LL DO
Operations Management: Manage the outsourced supplier and ensure the governance is established and monitored regularly on the agreed Scope of Services for first level support of Cloud Infrastructure and Applications (like, ISBN, Customer Experience..), key LoB specific requirements are met by providing the stable and reliable services through SLA’s, Knowledge Management, Escalation Management & Customer Service Excellence.
Tooling & Automation Enablement: You will also assist in the development of incident handling processes, standard operating procedures, playbooks and runbooks. Through developing workflow automation, you will lower response times.Additionally, you will deploy Artificial Intelligence (LLMs) that support our ChatBots to answer to our internal stakeholders to improve customer experience.
Knowledge
Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:
• Advanced understanding of Cyber Security
• Knowledge of Project management principles
• ITIL methodology
• Ability to manage Customer Escalations
• Knowledge of workflow automation
• IT Tools, Methods & Processes
• Vendor Management
• Network & Security best practices
• Reporting & Analytics Capabilities
• Process mining & automation
• Large Language Models
• Anomaly Detection
• Knowledge on SAP Cloud Service Offerings
Skills/Capabilities
• Customer Focus
• Business Acumen
• Innovative Thinking
• Self-Development
• Communication
• Influencer
WHAT YOU BRING
Master Degree in Systems Engineering, Computer Science, Technical Engineering,
Minimum of 15+ years work experience
o Cloud Operations
o Escalation handling
Soft skills ability and has demonstrated this in escalation handling
o IT / Customer Support Experience
o ITIL Practicitoner preferred
Understanding of business process within at least one LoB specific application platform.
o Understanding of client specific business processes
o Excellent Customer Focus
Vendor Management (Transition & Transformation and handover to Operations)
Strong computing skills oriented towards a particular product or group of products
o Monitoring Tools (Nagios, Dynatrace, ELK, Spectrum, CA Performance Center, vROPS, Pingdom, etc)
o Ticketing Tools (ServiceNow)
o Security Information Management Tools (SIEM)
o S/4HANA Cloud, public edition or HCM or Commerce Cloud
Experience in working with cross-cultural teams or individuals
Demonstrated Technical Training and Writing skills
General IT knowledge on Hyperscalers (Azure, AWS, etc)
NATURE AND SCOPE OF POSITION
This position usually works independently with minimal supervision. There is no signing authority and the Head of Operations Center verifies expenses and all invoices. The position reports directly to the Head of Operations Center.
SUPERVISORY RESPONSIBILITIES
Project and site lead responsibilities are assumed at this level for virtual teams.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 406373 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.