Senior Incident Management & Automation 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 Build

As a Senior Incident Management & Automation Specialist you will have the unique opportunity to work on emerging technologies at the intersection of Cloud, DevOps, AI, and Python development. The role requires both development and process knowledge and is expected to bridge the gap between development and process with focus on the ITIL process of Incident Management and Python programming. In a dynamic and collaborative environment, you will:

• Work on ITIL processes like Incident Management and Alert Management and also use your skills in development with Python to fast-track automation needs.
• Bring in DevOps capabilities to address process challenges and tools and reporting limitations.
• Explore, understand, and implement the latest technologies and approaches for SAP Generative AI Hub and AI Core.
• Ensure smooth and uninterrupted service execution for Incident Management .
• Track service delivery quality and take steps for continuous improvement by the partner.
• Track compliance of service delivery SLAs and KPIs and take steps for continuous improvement by the partner.
• Coordinate with internal SAP teams / roles as needed to ensure service delivery.
• Provide transparency about service delivery to management and work together to resolve impediments
• Build secure, scalable, and resilient applications and services within a microservices-based architecture using Python and / or other programming languages.
• Collaborate with global teams across time zones using scrum and agile development methodologies.
• Perform quality assurance tasks, resolve complex integration issues, and continuously improve system scalability and performance.
• Drive Robotic Process Automation using SAP Build Process Automation for repetitive manual tasks.
• Learn ITSM and contribute as a Service Execution Owner
• As Service Execution Owner for Alert and Incident Management, drive improvement initiatives

What you Bring

• Bachelor or Master degree in Computer Science, Engineering, or a related field with 5 to 8 years of hands-on experience in IT or Cloud Operations.
• Experience in ITSM / SAP Basis / HANA.
• Experience in any of the ITIL processes like Alert, Incident or Problem Management is required.
• Hands-on experience with SAP FRUN / SAP Solution Manager and SAP Analytics Cloud.
• Experience in driving automation, scripting, programming related to ITSM / ITOM / Cloud Operations.
• Strong foundation in algorithms, data structures, object-oriented programming, design patterns, and software design principles.
• Relevant experiences in data modelling and using data analytical tools and techniques (e.g., Python, SQL, Hadoop, R, Data Bricks)
• Intermediate understanding of databases such as SAP HANA, SQL Server, or Oracle.
• Proficiency in one or more programming and scripting languages such as Python with the ability to design and implement scalable backend services.
• Mastery of the full Software Development Lifecycle (SDLC)
• Excellent written and verbal communication skills in English, with a collaborative, proactive, and enthusiastic mindset and a strong passion for coding and problem-solving.
• Experience in working directly with senior stakeholders and cross-functional teams.
• Willingness to learn ITSM and contribute as Service Execution Owner.
• Nice to Have:
  • Experience with monitoring tools like Prometheus.
  • SAP Basis / SAP HANA certifications
  • Familiarity with Generative AI, Foundation Models, and LLMs.
  • Exposure to LLM-based application development.
  • System design expertise for scalable, resilient AI-enabled systems.
  • Prior experience with SAP BTP services.
  • DevOps & CI/CD pipelines.
  • Exposure to SAP Build Process Automation

Meet your Team

The Global Cloud Operation (GCO) team ensures customers get maximum value from their cloud journey through strong end‑to‑end operations. Enterprise Cloud Services (ECS) operates SAP’s Cloud ERP Private offering (RISE with SAP), delivering technical managed services globally. ECS Delivery Service Area ensures seamless delivery of services to ECS / RISE customers and also ensures high availability of customer systems, continuous monitoring to identify any disruptive events, ensures faster restoration of services in case of disruption and also ensures thorough root cause analysis of any occurrence of disruption or degradation. You will be part of the Incident Management group which works on incidents, alerts, root cause analysis and backup operations. ECS helps customers maintain stable IT operations and supports their transition to the intelligent enterprise with S/4HANA. The organization focuses on reducing complexity, ensuring stability, mitigating risk, lowering total cost of ownership, and enabling customers to innovate efficiently.

#SAPECSCareers

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: 438721 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid