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.

#SAPECSCareers

WHAT YOU’LL DO:

You, as our Lead of Applications Root Cause Analysis will:

• Implement and drive the necessary processes and services to follow up on outages, failed service requests, customer escalations and other IT problems.
• Coordinate the globally distributed team members who are participating in root cause analysis for applications and ensure they come to consistent results.
• In areas beyond our team’s responsibility, you will drive efficient collaboration with the corresponding other teams inside and outside ECS.
• In case of customer concerns, you will also act as an escalation contact supported by the corresponding experts of the global application team.
• 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.
• With your broad knowledge on SAP applications, you can also provide technical advice to stakeholders as well as guide your team members.
• Directly support customer success by occasionally taking part in the rotational role assignment as the ECS Manager on Duty.

WHAT YOU BRING:

• Proven record and ability to motivate, coach, and lead teams with or without formal authority.
• Proven Experience in Project Management. Planning and tracking deliverables in a structured and transparent way.
• Communication with customers on technical, service and operations topics, ability to handle escalated customer cases up to senior 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.
• Solid understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective
• 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
• 12 years relevant IT experience

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.

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.

Compensation Range Transparency: 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 184200 - 313200(USD) USD. 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: SAP North America Benefits.

Requisition ID: 412911 | Work Area:Information Technology | Expected Travel: 0 - 20% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid