ATLAS IT Site Reliability Engineer

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you'll build:

ATLAS (Automating the Total customer Lifecycle Across SAP) integrates the commercial and technical world for the Private Cloud, streamlining processes for improved customer service and faster delivery. By standardizing, automating, and optimizing customer landscape implementation and changes, ATLAS will enable ECS to efficiently manage the growing customer base, while minimizing errors and maintaining excellence. Additionally, ATLAS will play a crucial role in handling the anticipated volume of RISE with SAP deals, ensuring ECS can meet the increasing demand for its services.

• Responsible for Incident Management and functional troubleshooting of ATLAS Tool chain
• Analyze, troubleshoot Incidents / Service request related to ATLAS tool chain.
• Align with all the stakeholders to ensure we focus on resolution of tickets.
• Responsible for Root cause analysis of ATLAS Tickets.
• Responsible for providing feedback to ATLAS Product Managers after features which are missing in ATLAS.
• Responsible for performing technical analysis, drive topics for resolution.
• Responsible for creating technical documentation, wiki
• Process Improvements, KPI monitoring,
• Escalation Management: Invoke Escalation when needed.
• Ensure Incidents/ Request are responded and resolved within SLA/OLA.
• Analysing support workflows and making suggestions to improve efficiency and effectiveness.
• Effective communication with Leadership team and with the team.
• Regular Review of OLA with all internal Stakeholders
• Support the team, by creating Knowledge base which will help the ITSM unit.
• Tickets to be analysed, troubleshooting.

What you bring:

• 4 to 7 years’ experience working in Operations support model. Knowledge on RISE with SAP will be added advantage
• Experience in delivering frontline customer management along with experience in anyone of Hyperscale's like, AWS, Azure, GCP
• 4-7 years hands on experience in ITIL Process which includes Incident, Service Request and Change request.
• Demonstrated understanding of common customer service tools and processes.
• Ability to communicate effectively with senior executives/ management.
• Excellent analytical and problem-solving skills. Experience working in Provisioning.
• Attention to detail and accuracy in financial data analysis and reporting.
• Ability to work independently and collaboratively in a team environment.
• Effective communication and interpersonal skills
• Experience in a multinational or cross-cultural work environment. Good Knowledge
• Knowledge on Customer Life cycle is must, from Contract signature to Decommissioning

Where you Belong

GCE ATLAS Customer care team is Operations team, responsible for End to End Operation for ATLAS Customers. We focus on the overall delivery engagement, with holistic coverage of all customer-facing units in SAP Enterprise Cloud Services under one umbrella. To ensure scale and efficiencies at doing that, Global Customer Engagement unit has been introduced. We are a global team within one of the most dynamic units at SAP. If you are passionate about leveraging data and information to drive strategic initiatives, and are looking for an opportunity to make a meaningful impact, we encourage you to apply for the role.

#ITT2

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438015 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid