IT Technology Services Specialist

IT Technology Services Specialist

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 

• As Operations specialist you will be responsible for:
• Ensuring quality service delivery for customer requests
• Planning, implementing and handling operations of new services
• Working towards automating day to day operational tasks
• Defining and tracking service KPI and SLA
• Deescalating the running escalations
• Handling the On-Call responsibilities
• Driving projects and programs to implement GCO strategical topics
• Coordinate and orchestrate work between multiple teams
• Collaborate with other units within and outside GCO

What you bring: 

• 6+ years' work experience in Basis administration
• 2+ years' experience in HANA database technical support
• 2+ years' experience in service delivery in global teams
• Understanding of SaaS cloud operations and hyperscalers
• Experience in De-escalation of IT incidents and requests
• Familiar with ITIL concepts of Service Management, Change Management and Root Cause Analysis 
• Understanding and working experience in SLA/KPI management
• Experience in handling the multiple customer support or managed service delivery model.
• Managing the operations and 24/7 delivery unit
• Management of multiple activities requiring cross team coordination 

 Nice to have

• ITIL Certification
• Project management experience 
• Executive reporting experience 
• Able to communicate successfully at different levels of the organization

Where you belong:

SAP Global Cloud Operations(GCO) is a private cloud managed services provider. Within GCO, Private Cloud Operations - Service Area unit is responsible for 24x7 Application support and services, along with adopting newer technology and automation to ease the day-to-day operations.

• Current team size of 50 people
• Global team spread across India, Germany and Mexico
• Diverse and different level of expertise in the team
• Combination of Technical and Operational delivery experts

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: 453831  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid