ATLAS IT Site Reliability Engineer

Job Description

We help the world run better What is ATLAS: ATLAS ( A utomating the T otal customer L ifecycle A cross S AP) integrates the commercial and technical world for the Private Cloud, streamlining processes for improved customer service and faster delivery. By standardizing, automating, and optimizing customer landscape implementation and changes, ATLAS will enable ECS to efficiently manage the growing customer base, which is projected to reach nearly 20,000 by 2028, while minimizing errors and maintaining excellence. Additionally, ATLAS will play a crucial role in handling the anticipated volume of RISE with SAP deals, ensuring ECS can meet the increasing demand for its services. Job Description: 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 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. Skill Set Required: 4-7 years experience working in Operations support model. Knowledge on RISE with SAP will be added advantage Experience in delivering frontline customer management. Strong Knowledge in anyone of Hyperscales AWS, Azure, GCP 3-5 years hands on experience in ITIL Process which includes Incident, Service Request and Change request. Project management experience in transition &/or service introduction is plus. Strong technical Knowledge in any one SAP Products 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. MEET YOUR TEAM 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. #ITT2 #SAPECSCareers Bring out your best 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. 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. If you are interested in applying for . Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 429090 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid. Requisition ID: 429090 Posted Date: Jun 6, 2025 Work Area: Information Technology Career Status: Professional Employment Type: Regular Full Time Expected Travel: 0 - 10% Location: