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Software-Development Operations

Incident and Problem management Specialist (maternity cover)

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!




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.



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 7/24 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.  


Therefore, we are looking for an open-minded talent, who is interested in:

  • consulting and supporting development teams according to IT Infrastructure Library (ITIL) best practices.
  • working with the latest Cloud technologies and architectures.
  • applying DevOps principles as part of your daily work.



  • Perform Incident Management and ensure customer SLAs.
  • Drive and moderate resolution of issues relating to our business-critical services.
  • Drive customer communication during critical incidents.
  • Establish bridge calls to facilitate incident management.
  • Problem Management - drive root cause analysis and ensure implementation of mitigations.
  • Design and develop processes/procedures/tools to manage a rapidly growing number of services.
  • Engage in software performance analysis and continuous service improvement.
  • Conduct periodic on-call duties using a follow-the-sun model.




  • BSc degree in Computer Science or related technical field.
  • Stellar communication skills – precise, based on facts.
  • ITIL knowledge & experience in Incident Management and Problem Management processes.
  • Troubleshooting / Support experience and experience in System Monitoring processes.
  • Affinity to quickly analyze and drive resolution of problems in a worldwide team setup.
  • Working efficiently in emergency situations.
  • Problem solving & decision-making attitude.
  • Fluency in English.



  • Understanding of modern cloud/web architectures.
  • Knowledge in network architecture, e.g. TCP/IP, load balancing.
  • Expertise in analyzing and troubleshooting large-scale distributed systems.
  • Experience in Project Management.
  • Knowledge in one of the Scripting (e.g. Python, Java, Java script, Shell scripting).
  • ITIL foundation certificate. ITIL Expert is an advantage.



  • At least 2 years of experience in software development or operations





We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.


Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.


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.


 Requisition ID:292112 | Work Area: Software-Development Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Limited Full Time  | Additional Locations: 

Incident and Problem management Specialist (maternity cover)

Facility:  292112
Posted Date:  Dec 5, 2021
Work Area:  Software-Development Operations
Career Status:  Professional
Employment Type:  Limited Full Time
Expected Travel:  0 - 10%

Sofia Ovtscha Kupel, BG, 1618

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