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Software-Design and Development

Incident Manager



Requisition ID: 289923
Work Area: Software-Design and Development
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


About SAP Customer Experience

SAP CX helps businesses on every continent sell more goods, services, and digital content through every touch point, channel, and device. Join a team that promotes an empowered culture, allowing all employees the ability to contribute and make a difference. At SAP CX you will find a challenging work environment with smart, dynamic colleagues and abundant opportunities to demonstrate your abilities and learn new skills. We value people that do what it takes to deliver superior results to our customers. We embrace innovative technology and new ideas.


About the Role

In Cloud Operations DevOps, our main responsibility is to help product teams build, maintain, and operate products in the cloud and provide a resilient, secure, and performant platform & infrastructure.

We connect Development, Support, Service Delivery, Operations, SRE, Automation and Observability. In other words, we act as the bridge between Dev and Ops, and thanks to our unique position we play a key role in the creation of top-notch products and best in class operations in CX, while building and nurturing a culture of learning and collaboration.

Our goal is to become leaders in DevOps culture with innovative and optimized solutions and to simplify the lives of our customers by building trust through transparency, efficiency, reliability and cost effectiveness with an engaged and highly capable team.

We are looking for a driven and experienced DevOps Engineer / Incident Manager to oversee end-to-end Incidents impacting the platform and infrastructure as well as root cause analysis and service requests. Your role will be to ensure processes, outage detection, response, resolution and communication times are continually improving. 

You will be working on public and private cloud projects; collaborating with development and release engineering teams to support multi-cloud initiatives across the globe; also involving many advanced automation projects. You will manage business down situations and drive resolution and restoration of service in a timely manner as part of the larger SRE team.


Key Responsibilities

  • Lead the technical engagement on outages to restore the operational state of the service in a minimal amount of time
  • Drive and write technical summary's on the troubleshooting activities conducted during the outage
  • Based on the service impact event make pre-assessment of the root cause analysis (using tools like Catchpoint and Dynatrace) to clarify which technical teams need to be involved in the problem resolution
  • Review and challenge the root cause analysis delivered by the respective technical teams to ensure a full analysis has been conducted and proper corrective/preventive actions have been defined to avoid further escalation and enable the customer’s business to run smoothly again
  • Engage in and improve the whole lifecycle of incident, problem and service request management
  • Strong understanding and experienced operating hybrid environments
  • Collaborate with Security, Development and Support teams on ensuring and implementing changes into the SAP Customer Experience solutions.


 About the Team:

Our goal is to become leaders in DevOps culture with innovative and optimized solutions and to simplify the lives of our customers by building trust through transparency, efficiency, reliability and cost effectiveness with an engaged and highly capable team.


Skills and Qualifications



  • Adaptability - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs
  • Initiative - Deals with problems as they arise, focusing energy and resources on those situations until resolved; identifies new opportunities and takes action
  • Results Focus - Can be counted on to meet or exceed goals; pushes self and others for results; is a conscientious worker who can be relied upon to handle unforeseen obstacles
  • Customer Focus - Meets internal and external customer expectations; delivers upon commitments; build customer confidence; follows through on requests gaining trust and respect
  • Ethics/Integrity - Is seen as a direct, truthful individual; adheres to appropriate core values at all times; acts in line with those values; rewards the right values and disapproves of others; practices what they preach
  • Self-learning – a continuous learner, always willing to step out their comfort zone to become better



  • Bachelor’s degree in Computer Science, or related field required
  • Ideal candidate should have 5+ years of experience in a technical role with IT Architecture Skills - broad view of IT Architecture and how it all works together to support the Commerce Cloud solution as well as a deep knowledge of one or more technical topics (i.e. Platform, Networks, Databases…)
  • Strong analytical skills are a must, i.e. being able to structure complex problems and do conceptual work
  • Good written and verbal communication skills to technically manage P1/ P2 bridges
  • Strong Understanding of Incident/ Problem and Change management processes
  • Collaborate with the technical teams (Platform, Applications, Cloud Ops, Infrastructure...)
  • Strong organizational skills
  • 2+ years hands-on experience with Kubernetes and Docker in large scale Public Cloud Environments using AKS or EKS
  • Modern DevOps mindset using a wide variety of open source technologies and leading Infrastructure as Code tools
  • Experience in designing and implementing or working with mature CI/CD pipeline
  • Ability to think strategically about business, communicate complex situations, develop solution strategies, mobilize resources, and deliver results




Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

Additional Locations

Incident Manager

Facility:  289923
Posted Date:  Aug 30, 2021
Work Area:  Software-Design and Development
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Gliwice, PL, 44-100

Job Segment: Engineer, ERP, Manager, SAP, Computer Science, Engineering, Technology, Management