SAP ECS Service Disruption Management (SDM) Team lead

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

Within the Customer Service and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services (ECS) organization is to pave the path for the future SAP by delivering end-to-end Managed services experience during a customer’s cloud transformation journey. We strive to provide a spectrum of cloud deployment options for our customers with our infrastructure, our partners and through public cloud infrastructure.

The SDM (Service Disruption Management) is part of the EoS (Enhanced Operations Services) within SAP Enterprise Cloud Services Delivery. This dedicated team focuses on streamlining strategic customers' end-to-end delivery and focuses on delivery issues (outages, incidents, service exaction failures) to bring the system stability. We offer various cloud deployment options using our infrastructure, partners, and public cloud resources. The SDM is a key role in the SAP ECS – EoS organization, acts as a trusted advisor to protect and optimize customers' investments in SAP Enterprise Cloud Services.

What you'll do:
We are looking for an experienced SAP technology professional who can lead SDM within our organization, responsible for leading and managing the resolution of major incidents and crises that impact our services and systems. This individual will ensure that incidents are managed efficiently and effectively, minimizing the impact on service delivery and ensuring the highest level of customer satisfaction. The role requires a proactive leader with strong SAP technical and process expertise, exceptional problem-solving skills, working on governance model with partners, and the ability to work under pressure.
 

As the Lead for the Service Disruption Management team, the responsibilities include:

• Lead the incident and crisis management team, ensuring timely and effective response to major incidents and crises. Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible.
• Act as the primary point of contact for incident escalation. Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary.
• Oversee thorough root cause analysis for all critical incidents. Develop and implement preventive measures to avoid recurrence.
• Maintain clear and effective communication with stakeholders throughout the incident lifecycle. Provide regular updates on incident status, impact, and resolution efforts.
• Identify and drive initiatives to improve incident management processes.
• Standardize and simplify incident response procedures to enhance efficiency and effectiveness.
• Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management.
• Lead, mentor, and develop the incident management team. Foster a collaborative and high-performance culture within the team.
• Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively.
• Work closely with partners and internal teams, to ensure a coordinated and integrated approach
• Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. Share knowledge and best practices with the broader organization.

What you bring:

• 14+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role and 5+ years of leadership role in leading the teams
• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
• Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, exp