Sr Service Disruption Specialist, SAP Enhanced Operations Services

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.

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.

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: View email address on jobs.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.

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 140,000 - 190,000 CAD. 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: .

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 425731| Work Area: Information Technology | Expected Travel: 0 - 10%| Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid