Cloud Infrastructure Problem Manager

3 weeks ago

Bengaluru, Karnataka, India SAP Full time

Unlock Your Potential as a Cloud Infrastructure Problem Manager

At SAP, we're seeking a skilled Cloud Infrastructure Problem Manager to join our team. As a key member of our infrastructure team, you'll play a crucial role in defining and driving IT resilience, protecting critical data and services, and ensuring minimal downtime and loss.

As a Cloud Infrastructure Problem Manager, you'll be responsible for managing the lifecycle of IT problems, identifying root causes of incidents, and implementing solutions to prevent recurrence. You'll work collaboratively with various teams, including development, product support, cloud operations, and customer success teams.

Key Responsibilities:

  • Proactively identify and assess problems by analyzing 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.

Requirements:

  • 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.

About SAP:

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.

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.

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.

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