IT Technology Services Senior Specialist

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

In this role, you’ll be responsible for delivering Root Cause Analysis (RCA) for any disruption, degradation or availability issues faced by customer systems hosted in the cloud as part of Private Cloud Operations.

You’ll prepare and drive action plans to de-escalate situations related to outages and RCAs for customer systems.

You’ll drive action plans to prevent recurring outages and will contribute directly to Global Cloud Operations’ goal of maintaining a very high availability target by continuously reducing outages per customer system.

You’ll drive internal initiatives to improve our SLAs and KPIs related to outage handling and RCA delivery.

You’ll support leadership team with outage and RCA related information specific to customers and regions.

You’ll work in a collaborative environment involving multiple teams and functions to unravel complex root causes.

You’ll contribute to development and validation of Problem Management Agent as part of AIOps and other automation initiatives.

Your work will directly impact stability and health of thousands of critical customer systems in one of the largest private cloud setup in the world and in a way touching a significant portion of world economy and thus improving people’s lives.

What you bring

A seasoned SAP Basis and HANA Database expert with strong specialization in ABAP, Java, Business Objects, and HANA DB, bringing extensive technical and operational expertise.

Demonstrates solid experience in conducting Root Cause Analysis using structured methodologies such as 5-Why, combined with a strong foundation in IT systems and solution architecture.

Proven ability to operate in senior roles within business operations, with a track record of effective decision-making within defined areas of responsibility.

Skilled in engaging with customers and working seamlessly in global, virtual team environments, ensuring effective coordination across multiple teams and business lines to resolve complex issues.

Possesses excellent verbal and written communication skills, along with a data-driven approach supported by advanced expertise in SAP Analytics Cloud and cloud-based reporting.

Additionally, familiarity with ServiceNow, AIOps, and driving automation initiatives within Problem Management is expected.

Where you belong

The team culture is built on continuous learning, accountability, and collaboration. Team members are encouraged to grow their skills, share knowledge, and take full ownership of their work. There is a strong sense of collective responsibility, where success is achieved together.

This environment is ideal for individuals who are agile, resilient, and committed to delivering their best. Those who embrace change, stay solution-focused, and maintain a growth mindset will thrive. A proactive attitude and drive for excellence are key to standing out. Collaboration is guided by common goals and a structured working model. Teams work closely across functions, communicate transparently, and align priorities to ensure smooth execution. Regular interactions and shared accountability strengthen teamwork and trust. Individuals can grow as technical or process experts, emerge as thought leaders and build leadership skills for future roles. Continuous development is a core focus.

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: 453537 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid