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.

What you'll do

As a Customer Service Request Owner, you ensure the delivery of robust, downtime optimized, and highly automated lifecycle management activities within ECS. You will take end to end ownership of customer service request fulfillment in the domain of IT Cloud Network Infrastructure area considering accelerated growth (RISE with SAP). Focus of your activities will be increasing service excellence along with stabilization improvements to help Operations to reduce manual efforts and cost (lower TCO) and deliver faster services to our customers meeting their needs and expectations.

Following activities are part of the role as Customer Service Request Owner in Cloud Network Infrastructure Area:

Optimize and stabilize the delivery of customer service requests in time, cost and quality in a pro-active way leveraging analytical tools and capabilities

Structure and coordinate activities, action plans incl. requirements engineering, prioritization, and create aligned timelines for deliverables

Drive issue resolution together with the team and utilizing the expert network

Manage relationship between different stakeholder groups inside and outside ECS Delivery

Create and align test plans, support and perform testing/validation and roll-out activities.

Support technology-related projects in complex environment

What you bring

Professional experience as a technical consultant in SAP cloud implementation & migration projects or as technical project lead with customer interaction

Best practices experience in Cloud Network Infrastructure (OS, Storage, Network, Hardware) / SAP application / technology / Server management

Solid Networking technical background to understand cloud operations language

Strong skill set in client-facing, customer engagement & operations management

Knowledge of E2E Service Request Fulfilment, Incident, Change, Problem & Release Management

Supports de-escalations of critical customer situations & reviews KPI

Executes and supports problem management and continuous improvement

Support tickets handling, bridging customer queries and requirements from technical operations team

Knowledge in design and structuring of integrated E2E Lifecycle Management Procedures

Project management skills

Strong OS Administration (Linux) including security patch updates, OS Upgrades, Network, Storage, Infrastructure Operations know-how ideally in multi-cloud environment would be preferred

Strong analytical and problem-solving skills

Willingness and experience working in international teams

Ideally familiar with trending technologies and tools

Contributes to customer Go-Lives, Release Upgrade, and maintenance activities

Knowledge/certification in ITIL, especially Service Request Management

Project management certification is a plus

Knowledge/certification in AWS/AZURE/GCP

Strong technical hands on experience in the following areas:

Routing and Switching

LAN and WAN

Firewalls Check Point, Palo alto, Cisco

Load Balancers F5

Proxy

DNS, Active Directory, LDAP, RSA etc

Windows, virtualization, cloud computing, and Identity management

Understanding of network design principles VPN, Express route, Load balancing, Network Routing etc. DR and Backup Restore Recovery principles, architecture and set up

Understanding of Virtualization concepts and virtual system administration

Cloud network infrastructures - AWS / Azure / GCP etc

Azure Public Cloud:

Creating and managing Resource Groups

Creating Gold Images and deploying VM's from the Image

Managing Virtual Networks and Network Security Groups

Managing Network inbound and outbound rules

Managing OS and data disks and disk expansion

Managing Azure Backups and restoring from Backups

Experience on VM Snapshots

Patching Azure VM's using Bigfix

Installing QRadar data gateway from Azure marketplace and

integrating with QRadar

Creating and managing storage account

Configuring Microsoft Azure Event Hub Namespace and Event hub to communicate with QRadar

Creating Shared Access policy and Consumer Groups

Creating Recovery Service Vault

Configuring Vnet to Vnet peering

Configuring VPN Gateway

Amazon AWS Public Cloud:

Work Experience on AWS Services IAM, EC2 Instance, AWS Lambda, EBS, S3, CloudTrail, CloudWatch, VPC, VPC-Peering, Internet Gateway, NAT gateway, NAT Instance, NACL, VPN, Transit Gateway, and System Manager

Server Hardening and Creating Gold Images as per standards

Experience in Onboarding customer AWS Account with our account using Transit Gateway

Experience establishing communication with customer VPC workloads

Experience on RAM (Resource Access Manager) and Transit Gateway

Experience on AWS Backups and Restore

Patching EC2 Instances using SSM and IBM Bigfix

Enabling VPC Flows Logs to CloudWatch and S3 Bucket

Deploying and Managing EC2 Instances, Security Group and NACL

Installing QRadar data gateway Appliance from AWS marketplace and integrating QRadar with AWS

Managing VPC and Network ACLs

Configure AWS CloudTrail and CloudWatch Logs

Work experience on Transit Gateway for multiple accounts

Work experience on Load Balancing & Auto scaling

Engaged in AWS Designing for new projects

Experience in Data Dog integration with AWS

Integrating Trend Micro with AWS

Integrating BigFix with Customer workloads

Managing Customer workloads which are migrated from On-premises to AWS

Google Public Cloud:

Google Cloud Deploy. Design, Cloud build, Anthos clusters, Dialogflow, Storage Transfer, Cloud CDN, Traffic Director

Meet Your Team

SAP Enterprise Cloud Services (ECS) is SAPs private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud.

We are searching for motivated, skilled, and value-oriented technical project leads taking over responsibility as Customer Service Request Owner with focus on driving service request improvements, technical projects to optimize service execution quality via standardization and automation to strengthen our ECS Delivery Productization team.

#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

SAPs 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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

Requisition ID: 394390 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.