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.

MEET YOUR TEAM

Every customer must be thoughtful about their journey and which path is best for their business and we support their choice. Whether a customer opts to go all-in on the cloud at once, move in a phased approach, or find themselves in a hybrid environment where some core processes are in the cloud, while others remain on-premise, we stand proudly behind the fact that SAP is the market leader in ERP and Supply Chain and has a cloud solution for every business need.

As our customers are moving mission-critical business processes and workloads into the S/4HANA Cloud to evolve their business, it is our obligation to always deliver our services with the highest levels of reliability. We are therefore hiring a new Problem Management Lead for S/4HANA.

The team’s mission is to define and drive IT resilience, Protect Critical Data and Services and ensure minimal Downtime and loss. We identify service problems, reliability risks and areas for improvement by continuously assessing and measuring the reliability levels while considering issues as learning opportunities. Embedded into product engineering, the group will work hand in hand with development, product support, cloud operations and our customer success teams.

WHAT YOU'LL DO

You will join us and perform the role of Lead, Problem Manager. The Problem Manager is responsible for managing the lifecycle of IT problems, aiming to minimise the impact on the business by identifying root causes of incidents and implementing solutions to prevent recurrence. This role requires a proactive approach to problem-solving, analytical skills, and the ability to work collaboratively with various teams.

We are looking for a DevOps engineer to join our infrastructure team. Challenge yourself in the fast-paced world of cloud infrastructure and become an integral part of the group that directs SAP’s strategy to move to the cloud.

• Proactively identify and assess problems by analysing incident trends, monitoring service performance, and collaborating with Incident Management teams.
• Conduct root cause analysis (RCA) to determine the underlying causes of recurring incidents or service disruptions.
• Develop and implement solutions to address the root causes of problems, ensuring that these solutions are effective and sustainable.
• Maintain comprehensive records of problem investigations, including root cause analysis, resolutions, and lessons learned.
• Collaborate with Incident Managers, Change Managers, and other IT teams to ensure coordinated efforts in addressing and resolving problems.
• Develop and implement ITSM processes and frameworks based on ITIL or other industry best practices.
• Drive continuous improvement initiatives to constantly evolve organizational processes and best practices and ensure best-in-class end-to-end delivery
• Ensure adherence to ITIL (Information Technology Infrastructure Library) or other relevant frameworks and standards for problem management.
• Conduct regular audits of ITSM especially problem management activities to ensure compliance with established processes and policies.

WHAT YOU BRING

• Bachelor / Master's degree or equivalent in Computer Science, Engineering or Business Information Technology
• Minimum of 3-5 years of experience in IT service management, with a focus on problem management or a related role.
• Proven track record in managing and resolving complex IT problems and incidents.
• Proficiency in ITIL or other IT service management frameworks and tools.
• Professional certifications such as ITIL will be preferred
• Experience with ITSM tools (e.g., ServiceNow) is advantageous.
• Open, friendly, creative personality with service-oriented professional can-do attitude, strong intercultural skills with proven agility and flexibility and a high sense of responsibility
• Highly responsive, takes pride in always-on accessibility and thrives in a fast-paced environment
• Ability to handle multiple tasks and deliver highest quality work under time constraints and in complex environments with little or no guidance
• Out-of-the-box thinking and willingness to make the impossible possible
• Superior team player with high-quality standards, cloud mindset, challenging the status quo, getting things done, continuously striving to improve our cloud services & processes and defining metrics and KPIs to measure our levels of reliability and performance
• Highly flexible and able to change course quickly
• Experience working in datacenter, cloud, and network environments
• Prior experience working as a problem manager and proficiency in ITIL or other IT service management frameworks and tools
• Fluency both written and spoken in English

TECH YOU'LL LEARN

Excellent understanding of SAP’s overall strategy as well as product strategy. Identify service problems, reliability risks and areas for improvement by continuously assessing and measuring the reliability levels while considering issues as learning opportunities. Excel in proactive problem management strategies, network with ecosystem and build reliable solutions that sustain future demands and stand the test of time.

#DevOpsT2

​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.

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

Requisition ID: 405426 | Work Area: Software-Development Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.