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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 & Role Information:

The ECS Delivery Technical Operations teams manage the HANA Enterprise Cloud, handling OS, Databases, and Applications, and providing 24/7 customer support. Within this organization, the Applications Technical Area sets strategies for application lifecycle maintenance, ensures operational process readiness, and offers support in escalated or complex cases. This team also plays a crucial role in ECS Outage Response, providing 24/7 support from locations in APJ, EMEA, and North America.

The team covers tasks across all service aspects such as system build, monitoring and alerting, incident and problem management, updates and upgrades, and configuration changes. They also act as a bridge to other ECS teams like portfolio planning, service engineering, and security.

As a member of the Applications Root Cause Analysis team, you will follow up on outages, failed service requests, customer escalations, and other IT problems. You will analyze technical root causes and collaborate closely with product development and technical support teams. In case of customer concerns, you will serve as an escalation contact, supported by global application team experts. You will also provide hands-on operations support in escalated or complex cases.

Additionally, you will identify and drive initiatives to improve cloud operations quality, reduce outages, and enhance efficiency and collaboration. Beyond RCAs, you will ensure the timely delivery of agreed deliverables and address reoccurring problem patterns through projects

 

Role Requirements:

Solid hands-on understanding of SAP application technology, especially the S/4HANA and SAP ABAP platform (SAP NetWeaver certification beneficial). Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener, etc. Excellent communication skills with customers on technical, service, and operations topics, able to handle escalated customer cases at management level. Cloud and customer mindset and experience in Cloud Operations or Support for private or public cloud offerings. Strong understanding of SAP Enterprise Cloud Services processes and working models. Excellent networking and communication skills with stakeholders inside and outside SAP, including customers, other ECS teams, Tool Development, Product Development, and Product Support. Proficient English language skills. 8+ years of relevant IT experience.

 

About the Team:

Under the Product Engineering board area, the Enterprise Cloud Services (ECS) Delivery organization operates SAP's private cloud offering. Isolated private cloud landscapes are built for customers in SAP-owned datacenters and on IaaS infrastructure provided by hyperscalers like Microsoft Azure, Google Cloud Platform, or Amazon Web Services (AWS). ECS 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), fostering a strong international focus and cultural diversity

 

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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 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: 431059  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.