IT Tech Services Sr Specialist (Service Reliability Manager)

Requisition ID: 451287
Work Area: Software-Design and Development
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-1
Additional Locations: 

 

Original Posting Date: 04/06/26

 

Job Title: IT Tech Services Sr Specialist (Service Reliability Manager) 

Location: Newtown Square, PA 

Work Model: Hybrid Work Model 

 

Purpose and Objective:   

SAP America, Inc. seeks an IT Tech Services Sr Specialist (Service Reliability Manager) at our Newtown Square, PA location responsible for the supervision and tracking of Cloud Availability in the SAP SuccessFactors Cloud Operations organization.  

 

Expectations and Tasks:  

Perform technical root cause analysis and correlation of major incidents, risk analysis of upcoming change management activities and prevention of customer facing service disruptions that may occur across the SuccessFactors HCM Suite product portfolio. Conduct technical troubleshooting, root cause analysis, communication and documentation. Achieve shortened MTTR on major incidents by architecting process adjustments that ensure early identification of and timely reaction to high resource utilization patterns that may result in an outage. Complex root cause analysis requires perseverance, deep infrastructure and application architecture knowledge, active customer and internal stakeholder engagement with effective, empathetic yet assertive communication style, often across SAP Lines of Business (LOB). Liaise and negotiate with infrastructure providers, third party vendors, various Engineering branches and Product Management professionals is part of the day-to-day activities. Conduct Daily Standup meetings where Cloud Operations teams discuss the events and priority bridges of the last 24 hours. Service Review Meetings are organized for RCA action item follow-ups in front of a wider audience, with leadership presence.  

 

Education and Occupational Experience:  

Bachelor’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related field of study and four (4) years of experience in the job offered or related occupation. 

 

Qualifications/Skills and Competencies Experience:  

Experience must include four (4) years involving each of the following: 

• ITIL Service Management, with practical knowledge in Service Level Management, Incident Management, Problem Management, Continuous Service Improvement, Change Management, Risk Management, Service Reporting and Analytics; 

• Enterprise IT Service Management experience in Service-now, JIRA, BMC Remedy, or BMC Helix; 

• Enterprise Event Management, Application Performance Management (APM), observability and big data analysis tools including Dynatrace, Splunk, Pingdom, Zabbix, Elastic or Grafana; 

• Theoretical knowledge of SaaS, PaaS, IaaS and private cloud concepts, along with practical experience in managing workloads hosted on hyperscaler platforms like Microsoft Azure, GCP or AWS; 

• Technical troubleshooting and root cause analysis in cloud data center layers: network (IPS/IDS, DDoS, WAN, LAN, load balancer or firewall), virtualized workloads (Linux VM, Windows VM, Docker or Kubernetes), application environments that connect with a variety of database flavors (MSSQL,