Incident & Problem Management Analyst

1 week ago

Bengaluru, Karnataka, India SAP Full time

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.

PURPOSE AND OBJECTIVES

Our GCID T&I Cloud Operations team are located in Bengaluru, Sofia, Walldorf, Berlin and Vancouver and 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.

For our GCID T&I Cloud Operations team in Bengaluru, we are looking for Cloud Operations Engineer

You will work in our Cloud Engineering Team and proactively drive automation, continuous improvement of productive landscapes, coordinate incident management across the layers liaising with experts and/or development teams. We are looking for energetic result oriented, solution engineers with broad technical knowledge around PaaS (Platform), SaaS (Services), Infrastructure (IaaS) to develop and/or enhance critical components and Tools. Development, automation would be 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.

EXPECTATIONS AND TASKS

• Engage and contribute towards Monitoring, Incident management as well as Problem management processes

• Solution centric attitude to our business-critical services.

• Willing to work on shift roster (excluding night shift)

• Working with cross collaboration environment.

• Investigate and evaluate Application, Platform and/ or Infrastructure topologies.

• Achieve effective results by engaging in continuous improvement activities

• Lead topics by example, show and share best practices with the team

• Drive root cause analysis and follow-up improvements to prevent issues from reoccurring.

Role Requirements

• Good understanding of ITIL processes
• Excellent communication skills - precise, based on facts is a must

• Good with execution on global projects and timely delivery.

• Taking ownership and accountability of overall on-time delivery with quality, meeting KPIs and driving automation

• Advanced analytical and problem-solving skills to challenge complexity with Live Site first / Customer oriented mindset.

• Be responsible for driving technology and engineering best practices in the teams

• Perform development tasks in a self-reliant way, on time, and in-quality, and be a go-to person in the team.

EXPERIENCE

• 2+ years of hands-on technical experience with working on large scale cloud operations Hands on experience working with hyperscalers like Microsoft Azure, AWS, GCP.
Good experience in designing and developing cloud operation tools.
o Strong communication and presentation skills with experience working with globally distributed teams

• Agility and Adaptability

• Critical Thinking and Problem Solving

• Excellent experience working with hyperscalers like Microsoft Azure, AWS, GCP.

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:
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.

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Incident & Problem Management Analyst