DevOps Engineer - Problem Management (limited full-time)

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.

The problem management team with customer service management has the goal to increase the quality of SAP’s cloud-based services by reducing the number of incidents as well as the mean time to repair. Our unit is responsible for the root cause analysis of service outages and degradations with impact to our customers. As a team, we are managing and coordinating the root causes analysis of (Major) incidents and defining the measures that contribute to the overall improvement of IT operations and its processes. This includes planning, leading and controlling the Problem Management with focus on prevention of Incidents.

What you'll build

• Organize, structure and steer problem management calls across all relevant units

• Conduct the Root Cause Analysis (RCA) and identify technical root cause

• Conducting quality assurance of the RCA documents and providing corresponding feedback

• Identify all possible improvements regarding processes, people, governance and platforms

• Support coaching/mentoring and training of Problem Coordinators

• Responsible for overall incident reporting (Root Cause Overview, preventive measures tracking list)

• Providing regular KPI calculation and reporting results to senior and top management

What you bring

• University degree (or equivalent)
• Minimum 1-2 years of experience within the IT environment and processes, ideally in a DevOps role or as a problem manager
• Detailed experience in IT Service Management (ITIL), mainly incident, problem and change management
• Fluent English in speaking and writing is mandatory
• First experience in large, complex and international projects
• Practical skills of project management methods
• ICT-Operations-Know-How and experience in database or application development and testing
• Practical knowledge of Quality Management and Problem Management, especially root cause analysis and issue-based problem solving.
• Knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools)
• Management, problem solving, communication, interpersonal, and organizational skills
• Judgment, tact, and decision-making ability
• Excellent ability to work effectively with clients and other senior to top management personnel
• High degree of self-starting ability, initiative, responsibility, reliability and proactive action
• Very structured and self-reliant way of working
• Very strong analytical skills required, pro-customer orientation on a high-level
• Very high degree of initiative, responsibility, reliability and proactive action

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: 440719 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid

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