Operation Lead - SAP Enterprise Cloud Services (f/m/d)(412868)

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. 

What you'll do

Your responsibilities will involve ensuring the smooth 24/7 operations of our cloud services. This includes troubleshooting issues, implementing architectural and operational improvements, and developing automation solutions to support our cloud platform's reliability and efficiency. Your contributions will be vital in delivering exceptional cloud services to our global clientele.

Operations Management: 

• Oversee day-to-day operations of the Server Management team
• Ensure optimal performance, reliability, and security of server infrastructure
• Implement ITIL best practices to enhance service delivery and incident management

Technical Expertise: 

• Possess in-depth knowledge of Linux operating systems and cloud infrastructure
• Stay updated on industry best practices and emerging technologies related to server management
• Provide technical guidance and solutions to team members

Escalation Handling: 

• Act as a point of escalation for complex server-related issues
• Work closely with team members to troubleshoot and resolve escalated incidents promptly
• Apply ITIL incident management processes to ensure timely resolution

Pattern Analysis: 

• Conduct thorough analysis of server-related incidents using ITIL problem management principles
• Identify patterns and root causes, implementing preventive measures
• Collaborate with other teams to address systemic problems impacting server performance

Continuous Improvement: 

• Drive initiatives to enhance the efficiency and effectiveness of server management processes
• Implement and monitor key performance indicators (KPIs) aligned with ITIL framework
• Proactively identify areas for improvement and develop strategies for optimization

What you bring

• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management
• Overall 10+ years of related professional experience
• Proven experience in server management, with a focus on Linux (Suse/Redhat) and cloud infrastructure (Azure / GCP / AWS)
• Excellent problem-solving and analytical abilities
• Effective communication skills, both verbal and written
• Very good networking and communication skills towards stakeholders inside and outside SAP
• ITIL Foundation certification or higher
• Positive, proactive and customer-focused attitude
• Experience in handling escalations and critical incident
• Required to be flexible to work on shifts, weekends and on calls

Meet your team

SAP Enterprise Cloud Services (ECS) organisation run and operate SAP’s private cloud offering which are built for customers in various hyperscalers like Microsoft Azure, Google Cloud Platform or Amazon web services. 
As part of the ECS Delivery Technical Operations, the Server Management team is responsible for 24x7 operations of these business-critical SAP systems in the cloud at the maximum efficiency. Team provides stable support for the OS and Infrastructure hosted in the hyperscalers or SAP DC. Proactive support is provided to maintain system availability and ensure smooth operations. Apart from the day to day operations we also have strategic projects for newer technologies and enhancements. 
 

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.

Requisition ID: 412868  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Berufserfahren  | Employment Type: Vollzeit, unbefristet  or Part-time | Location: St. Leon Rot I #LI-Hybrid