Job Description
You will be part of the Applications Root Cause Analysis team, focusing on investigating and resolving IT issues, such as outages, failed service requests, customer escalations, and other technical problems.
Closely collaborating with product development and technical support teams, you will analyze the root cause of these issues and work together to find solutions. In cases involving customer concerns, you will act as an escalation contact, supported by experts from the global application team.
In addition to RCAs, you will provide hands-on operations support in complex or escalated cases and identify initiatives to improve cloud operations quality, reduce outages, enhance efficiency, and foster collaboration.
Main Responsibilities
* Analyze and resolve IT issues, including outages, failed service requests, and customer escalations
* Collaborate with cross-functional teams to identify and resolve root causes
* Act as an escalation contact for customer concerns
* Provide hands-on operations support in complex or escalated cases
* Identify and drive initiatives to improve cloud operations quality and efficiency
Requirements
* Solid understanding of SAP application technology, specifically S/4HANA and SAP ABAP platform from a Basis technology perspective (SAP NetWeaver certification highly beneficial)
* Experience with at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/SAP Gardener etc.
* Excellent communication skills to handle customer interactions on technical, service, and operations topics
* Cloud and customer mindset, with previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings
* Strong understanding of SAP Enterprise Cloud Services processes and working models
* Very good networking and communication skills towards stakeholders inside and outside SAP
* Fluent English language skills
* 8+ years of relevant IT experience