Critical Incident Manager

4 weeks ago


Dublin, Dublin City, Ireland SAP SE Full time

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.

The development center of SAP in Bulgaria plays a key role in the defining and developing of the SAP Business Technology Platform. With its more than 1400 professionals, SAP Labs Bulgaria also has strong contributions toward life-cycle management, user interface & user experience across the broader portfolio of SAP products and has recently welcomed new teams focusing on business applications.

We are looking for an experienced Critical Incident Manager to join our Cloud Engineering team responsible for 24x7 Incident Management of SAP Business Technology Platform. The platform services and landscapes are rapidly growing, offering a big horizon of features to SAP customers, developed on top of Amazon/Google Cloud Platform/Microsoft Azure/SAP as infrastructure. Our ideal candidate possesses solid ITIL process knowledge, underpinned by at least 5 years of experience in software development or operations. We value a problem-solving attitude, which is crucial for effectively navigating and mitigating complex incidents.

What you'll do:

  • Perform Critical Incident Management and ensure customer SLAs.
  • Drive and moderate resolution of issues relating to our business-critical services.
  • Establish bridge calls to facilitate incident management.
  • Engage in software performance analysis and continuous service improvement.
  • Conduct periodic weekend on-call duties using a follow-the-sun model.

What you'll bring:

  • BSc degree in Computer Science/Project Management or related field.
  • 5+ years of experience in operations/software development/project management roles.
  • Stellar communication skills – precise, based on facts.
  • ITIL knowledge & experience in Incident Management.
  • Affinity to quickly analyze and drive resolution of problems in a worldwide team setup.
  • Working efficiently in emergency situations.
  • Problem solving & decision-making attitude.
  • Fluency in English.

We would strongly appreciate if you have some of these:

  • ITIL foundation certificate or more ITIL certificates up to Expert level.
  • Technical background – knowledge in any scripting language (e.g. Python, Java, JavaScript, Shell scripting).
  • Understanding of modern cloud/web architectures.
  • DevOps/SRE experience.

Meet your team:

Our Cloud Engineering team with locations in Bengaluru, Sofia, Walldorf, Berlin, and Vancouver is responsible for cloud operations of all SAP Business Technology Platform cloud services delivered to our internal and external customers. We ensure 24/7 system monitoring, incident management, drive improvements via our problem management process, create transparency via our reports, meetings and communication channels and support development teams with coordination on change management and cloud operation compliance topics. This role is for someone eager to use their skills and experience to make a significant impact in a dynamic, innovative environment. If this sounds like you, we would be thrilled to receive your application.

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. 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. 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.

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