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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 choosefrom.

Global Cloud Infrastructure & Delivery (GCID) unit is responsible for running SAPs backend technology including operations of state-of-the-art data centers and the technical platforms as integral part and foundation for all SAP Cloud solutions and services around the globe. We provide these shared services for SAPs external cloud business and for SAPs internal infrastructure such as development, training, or demo landscapes.

GCID Reliability Services is the customer face department providing a central, first point ofcontact for our cloud Infrastructure customers. We ensure the end-to-end coordination ofthe resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalfof our GCID customers, 24/7 across the globe.We take care of incident escalation management to ensure fastest possible restoration incase of service down or degradation.

EXPECTATIONS AND TASKS

You will act as a key point of contact for various operational units internally and outside the organization for provision of needed information or contacts and ultimately initiating the Major Incident process based on defined policies. As a supporting role to the LEO (Lead Escalation Officer), you are an essential part for successful and efficient the Major Incident process.

As main task you must ensure a proper communication and in time documentation of the running major incident.

In detail, the following tasks will belong to your daily work:

• Bridge creation, whiteboard, and Timeline maintenance (in time documentation)

• Preparation and distribution of Initial-to-resolved notifications

• Resource engagement and escalation of internal and external contacts

• Post-Incident BackOffice activities

• Ticket handling and maintenance (SNOW)

• Reporting activities and daily service reviews

REQUIRED SKILLS AND COMPETENCIES:

• Knowledge about technologies and applications in ICT industry and cloud environments

• Knowledge about IT operations processes and structures and its real life usage

• Ability to structure topics, multi-task and work under tight deadlines

• Usage of MS Office products (e.g. TEAMs, Outlook, Excel) as well as Slack for planning and documentation of work

• Experience with ServiceNow ticket system tool

• Open to work weekend duties / public holidays / Early and Late shifts

EDUCATION AND QUALIFICATIONS

• Positive, clear and assertive communication skills (verbally and in written)

• Very structured and self-reliant way of working, ability to manage priorities and deadlines

• Knowledge about ITIL v3 or v4 especially about Service Operations

• Knowledge of infrastructure operations in large scale, SAP or cloud environments

• Experience in incident management process / major incident process

• Experience in a previous support, consulting or comparable roles

• Experience working in Global/multi-cultural environments

• Quick and motivated learner and flexible team player

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

SAPs 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 (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . 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: 397192 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.