ATLAS IT Site Reliability Engineer

We help the world run better

What you'll build:

A

• Responsible for Incident Management and functional troubleshooting of ATLAS Tool chain
• Analyze, troubleshoot Incidents / Service request related to ATLAS tool chain.
• Align with all the stakeholders to ensure we focus on resolution of tickets.
• Responsible for Root cause analysis of ATLAS Tickets.
• Responsible for providing feedback to ATLAS Product Managers after features which are missing in ATLAS.
• Responsible for performing technical analysis, drive topics for resolution.
• Responsible for creating technical documentation, wiki
• Process Improvements, KPI monitoring,
• Escalation Management: Invoke Escalation when needed.
• Ensure Incidents/ Request are responded and resolved within SLA/OLA.
• Analysing support workflows and making suggestions to improve efficiency and effectiveness.
• Effective communication with Leadership team and with the team.
• Regular Review of OLA with all internal Stakeholders
• Support the team, by creating Knowledge base which will help the ITSM unit.
• Tickets to be analysed, troubleshooting.

What you bring:

• 4 to 7 years experience working in Operations support model. Knowledge on RISE with SAP will be added advantage
• Experience in delivering frontline customer management along with experience in anyone of

  Hyperscale's like, AWS, Azure, GCP

• 4-7 years hands on experience in ITIL Process which includes Incident, Service Request and Change request.
• Demonstrated understanding of common customer service tools and processes.
• Ability to communicate effectively with senior executives/ management.
• Excellent analytical and problem-solving skills. Experience working in Provisioning.
• Attention to detail and accuracy in financial data analysis and reporting.
• Ability to work independently and collaboratively in a team environment.
• Effective communication and interpersonal skills
• Experience in a multinational or cross-cultural work environment. Good Knowledge
• Knowledge on Customer Life cycle is must, from Contract signature to Decommissioning

Where you Belong

GCE ATLAS Customer care team is Operations team, responsible for End to End Operation for ATLAS Customers. We focus on the overall delivery engagement, with holistic coverage of all customer-facing units in SAP Enterprise Cloud Services under one umbrella. To ensure scale and efficiencies at doing that, Global Customer Engagement unit has been introduced. We are a global team within one of the most dynamic units at SAP. If you are passionate about leveraging data and information to drive strategic initiatives, and are looking for an opportunity to make a meaningful impact, we encourage you to apply for the role.

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Requisition ID: 438015 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid