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Software-Development Operations

24x7 Incident and Problem Management Cloud Engineer



Requisition ID: 278277
Work Area: Software-Development Operations
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.


The development center of SAP in Bulgaria is technology-focused and plays key role in the defining and developing of the SAP Cloud Platform. With its more than 1060 professionals, SAP Labs Bulgaria also has strong contributions towards life-cycle management, user interface & user experience across the broader portfolio of SAP products. For its 21-year history, the company has established itself as a preferred employer in the IT sector in Bulgaria.



The Technology & Innovation (T&I) board area is responsible for SAP Business Technology Platform (BTP) – the platform for the Intelligent Enterprise that includes technologies like SAP Integration Suite, SAP Extension Suite, SAP HANA, SAP Analytics, and Intelligent Technologies. The T&I board area is also in charge of SAP’s global innovation agenda and builds new business model- and market driven innovations to help customers realize the most business value.

Our T&I Cloud Operations team, with locations in Bengaluru, Sofia, Walldorf, Berlin and Vancouver, is responsible for the operations of all SAP Business Technology Platform cloud services delivered to our internal and external customers. We ensure the 24/7 system monitoring, incident management, drive improvements via our problem management process, create transparency via our reports, meetings and communication channels and support development teams with coordination on change management and cloud operation compliance topics. We work very close with all T&I product development teams according to the DevOps principles and have set-up our team in the SRE mode. On SAP level we drive and align process and tool improvements together with other cloud operation teams and all central teams.

For our T&I 24x7 Cloud Operations team in Sofia, we are looking for a 24x7 Incident and Problem Management Cloud Engineer.


You will work in our 24x7 Cloud Operations Team and will provide 24x7 Service/System Monitoring of the SAP Business Technology Platform and Cloud Integration. You will have the opportunity proactively drive continuous improvement of productive landscapes, coordinate incident management across the layers and development teams.  We are looking for open-minded talent with knowledge around PaaS (Platform), SaaS (Services), Infrastructure (IaaS) and IT Infrastructure Library (ITIL).



  • Perform 24x7 Service/System Monitoring and Event Management
  • Perform Incident Management and ensure customer SLAs
  • Execute predefined steps (Recommended Actions) to resolve the incident
  • Escalate major issues to the BTP Cloud Engineers or Development Teams
  • Establish bridge calls to facilitate incident management when needed
  • Drive customer communication during critical events
  • Execute Proactive Problem management
  • Achieve effective results by engaging in continuous improvement activities
  • Working with cross collaboration environment.


Required Skills

  • BSc degree in Computer Science or related technical field.
  • ITIL knowledge in Incident Management and Problem Management processes
  • Knowledge in cloud platforms, cloud infrastructures and cloud technologies.
  • Knowledge in Unix systems, Server & Virtualization technologies and Network architectures.
  • Working efficiently in emergency situations. 
  • Excellent communication skills – precise, based on facts. Written and oral.
  • Affinity to monitor and quickly analyze and solve problems in a worldwide team setup.
  • Ability to work both independently and in team-based environments.
  • Adhere to the business ethics and the established internal rules. 
  • Fluency in English


Preferred Skills

  • ITIL Foundation Certificate is a plus.
  • Experience in scripting/development of automations is an advantage.
  • Knowledge in database administration, operations and support.
  • Experience working in a multicultural, worldwide team setup.


Work Experience

  • At least 2 years of experience in operations & software development.



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

24x7 Incident and Problem Management Cloud Engineer

Facility:  278277
Posted Date:  Nov 20, 2021
Work Area:  Software-Development Operations
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Sofia Ovtscha Kupel, BG, 1618

Job Segment: Cloud, Manager, ERP, Product Development, Developer, Technology, Management, Research