IT Technology Services Associate

**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.

**Summary**

Global Cloud Infrastructure Delivery (GCID) is responsible for running SAP’s backend technology (Data Centers, IT Infrastructure & SAP Cloud Infrastructure) as well as delivering L1 Incident Management, Major Incident Management and Problem Management for different LoBs.

We provide these shared services for SAP’s external Cloud Business and for SAP’s internal infrastructure such as development, training, or demo landscapes.

**What you'll do**

You will work as the responsible Manager on Duty to drive restoration for HCM products. You’re accountable for re-establishment of the service by cross departmental coordination of all involved internal units and relevant 3rd parties (e.g. vendor support).
You’ve to manage and coordinate all necessary activities, incl. technical units, to solve the (major) incident, by establishing an ad-hoc project organization. Ensuring service restauration end-to-end, making decision on issue resolution measurements and action plan definition and communicate with management and (internal) customers about current impact, next steps in resolution process and incident cause / pre-lim. root cause.

The following tasks will belong to your daily work:

- Responsible for overseeing daily operations and ensuring exceptional service quality.
- Ensuring compliance with company policies and procedures
- Provide L1 leadership and engage executives as needed, serving as the final decision-maker on critical business matters.
- Act as the final decision-maker on operational issues. Track and de-escalate issues, as necessary.
- Assign appropriate priorities when the team is uncertain.
- Ensure consistent communication regarding incidents and executive updates when required.
- Reduce MTTR and enhance quality and maintain efficiency.
- Handle requests from Customer facing teams.
- Monitor disruptive change sand patching activities to prevent common errors.
- Determine when to engage on-call resources for issues other than major incidents.
- Act as a point of contact for leadership and other stakeholders.
- Lead continuous improvement initiatives and manage stream ownership.
- Update and maintain process documentation.
- Oversee performance metrics and measurements for management reporting, dashboards, other requirements and manage staffing.
- Manage the movement and resolution of tickets within the shift.
- Validate communications for critical issues.
- Collaborative work with customer facing, Engineering and infrastructure teams to ensure a seamless operational flow and promote teamwork.
- Collaborate on tools set up, identify operational challenges, and implement effective solutions to enhance efficiency and service quality.
- Strong interpersonal and communication skills.
- Ability to work flexible hours.
- Proven problem-solving and decision-making abilities.
- Leadership and team-building abilities
- Excellent customer service orientation
- Strong organizational skills
- Ability to manage multiple priorities in a fast-paced and dynamic environment.

**What you bring**
- Experience in a previous Support, Consulting or Engineering role
- Strong communication skills, ability to provide clear and assertive communication
- Very structured and self-reliant way of working, ability to manage priorities and deadlines.
- Excellent judgment and decision-making ability
- knowledge about ITIL v3 or v4 especially about Service Operation’s INM, PRM, CHM
- experience working in Global/multi-cultural environments
- Quick and motivated learner
- Strong analytical and problem-solving skills

**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.

**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, prote