Cloud Operations Lead_ ITIL Expert

 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.

JOBTITLE :Cloud Operations Lead 

Senior DevOps Engineer 

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PURPOSE AND OBJECTIVES

The Customer Service and Delivery board area is responsible for securing SAP Business Technology Platform – the platform for the Intelligent Enterprise that includes technologies like SAP Integration Suite, SAP Extension Suite, SAP HANA, SAP Analytics, and Intelligent Technologies. The CS & D 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 most 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. 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 Cloud Operations team in Bengaluru, we are looking for Cloud Operations Lead having ~10 - 12 years of experience

You will work in our Cloud Engineering Team as a Lead and proactively drive automation, continuous improvement, optimize Incident Management, Monitoring, Problem Management and related ITIL processes, coordinate across the layers and development teams. We are looking for energetic result oriented, solution engineers with broad technical knowledge around PaaS (Platform), SaaS (Services), Infrastructure (IaaS) to enhance critical components and Tools. Automation would be naturally expected that enable efficient day to day Cloud Operations.

Play a significant role in the team to provide, protect and improve the software and systems behind productive services of SAP Busines Technology Platform with an ever-watchful eye on their availability, performance, and capacity.

Role Requirements
•    Excellent understanding of ITIL processes 
•    5+ years of experience working with ITIL processes, with demonstrated ability to implement and improve ITIL practices in an operational environment.
•    7+ years of experience in managing critical incidents, performing root cause analysis, and implementing corrective actions.
•    3-5 years of experience with automation tools
•    Very good Project Management skills.
•    Sound knowledge on SaaS as well as cloud hyper-scalers 
•    > 5 years of experience in leading and managing teams, including mentoring, performance management, and collaboration across teams.
•    Strong customer focus, service minded, and experience in handling customer escalations
•    Advanced analytical and problem-solving skills to challenge complexity with Live Site first / Customer oriented mindset.
•    Drive situation analysis of incident situations
•    Work independently with Team of engineers, across organizations
•    Excellent communication skills both verbal and written, with the ability to work and contribute within globally distributed teams
•    Work in designated shift towards LiveSite.

Expectations and Tasks
•    Ensure high availability, scalability, and reliability of cloud services.
•    Implement and maintain ITIL processes such as Incident, Problem, Change, and Configuration Management within the cloud operations environment.
•    Ensure compliance with ITIL best practices and continuously improve these processes to enhance efficiency and service quality.
•    Lead initiatives to automate repetitive tasks, deployments, monitoring, and other operational processes.
•    Identify opportunities for cost optimization and performance improvement in cloud environments.
•    Develop and enforce strategies to minimize downtime, ensuring high availability and resilience of cloud services.
•    Manage incidents, ensuring rapid resolution and minimal impact on business operations.
•    Conduct root cause analysis (RCA) for critical incidents and implement preventive measures.
•    Manage and mentor a team of cloud engineers and operations staff, providing guidance and support.
•    Foster a culture of continuous learning and improvement within the team.
•    Collaborate with other IT and business units to align cloud operations with organizational goals.
•    Drive continuous improvement initiatives to enhance operational efficiency, reduce costs, and improve service delivery.
•    Monitor and analyze performance metrics, KPIs, and SLAs to identify areas for improvement.
•    Implement feedback loops to incorporate lessons learned from incidents and operational activities.
•    Stay abreast of the latest cloud technologies, trends, and best practices.

TRAVEL REQUIREMENTS
Expect some travel activities to enable ongoing knowledge sharing across locations and foster team collaboration.

​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: 401950  | Work Area: Software-Development Operations  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.