SAP Incident and Problem Management Expert in SAP Cloud Platform Engineering Services Team (SE) Job in Walldorf/St. Leon-Rot, Germany

Requisition ID: 189802

Work Area: Software-Design and Development

Location: Walldorf/St. Leon-Rot

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


SAP CP is the SAP business application Platform-as-a-Service (PaaS) offering, powered by SAP HANA. As an essential part of SAP’s cloud strategy, it enables SAP and its partners and customers to develop, deploy, run, operate (end-user) applications in a cloud environment. SAP CP supports the growing interconnection of business processes, devices and machines through the Internet being a significant growth opportunity for SAP as market leader of enterprises software.

Engineering Services is a unit in the SAP Cloud Platform (SAP CP) area. The Cloud Engineering Services team in Engineering Services is responsible for Incident and Problem management process for SAP CP. Our mission is to recognize system outage situations and to resolve them as fast as possible. Together with the development organization we continuously optimize SAP Cloud Platform system availability.


As a member of Cloud Engineering Services team you will

  • work on Incident Management & Problem Management processes.

  • Participate in ad-hoc calls for critical system outages to facilitate incident management.

  • Efficiently orchestrate all required parties, e.g. infrastructure and development teams to minimize the impact and to optimize Time-to-Repair.

  • Understand and improve technical root cause analyses for outages to identify incident patterns and technical dependencies.

  • Initiate continuous improvement measures to reduce the future incident volume.

  • assume co-process ownership for Incident Management process and actively contribute to process improvements and the cross-SAP alignment of existing Cloud Delivery Processes.

  • provide regularly transparency about SAP CP landscape availability to upper management.You will work closely together with SAP CP development, IT and other component owners to reduce downtimes and improve landscape availability.

  • represent Cloud Engineering Services team towards SAP CP stakeholders and applications on top of SAP CP.

  • work on continuously improving Cloud Engineering practices (scale with more and more services onboarded).

  • closely collaborate with colleagues in our locations Bangalore, Sofia and Vancouver.


Required skills

  • Excellent Incident Management skills and experience

  • Hands-on experience in managing systems in the cloud including a good understanding of modern cloud architectures and Infrastructure-as-a-Service technologies

  • IT Infrastructure Library (ITIL) knowledge in Incident Management and Problem Management processes

  • Continuous Improvement experience and record of successful project(s)

  • Excellent (Cross-) Project Management skills and experience. Ability to execute

  • Proven cross-functional communication skills, including interaction with senior level business partners within the company

  • Analytical thinking and problem solving in a cross-cultural setup

  • Agility, openness and ability to work autonomously and take responsibility and adapt to a dynamic environment

  • Good team player with a getting-things-done attitude

  • Fluent in German and English

Preferred skills

  • Solid knowledge and hands-on-experience in SAP Cloud Platform technologies

  • Expertise in analyzing and troubleshooting of large-scale distributed systems

  • Experience in process design, process implementation and process documentation

  • Experience in working in a multi-cultural and multi-location organization

  • Ability to understand processes and complex setups in a fast manner


  • At least 5 years in managing projects in context of Development and/or Operations

  • At least 2 years experience with cloud delivery / cloud operations

  • Strong working experience in cross-functional projects


Success is what you make it. At SAP, we help you make it your own.

A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: or , APJ: , EMEA: ).

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

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