Cloud Operations Engineer | ITIL

Job Description

The Customer Service and Delivery board area is responsible for securing SAP Business Technology Platform - the platform for the Intelligent Enterprise that includes technologies like SAP Integration Suite, SAP Extension Suite, SAP HANA, SAP Analytics, and Intelligent Technologies. The CS & D board area is also in charge of SAP s global innovation agenda and builds new business model- and market driven innovations to help customers realize the most business value. Our T&I Cloud Operations team, with locations in Bengaluru, Sofia, Walldorf, Berlin and Vancouver, is responsible for the operations of most SAP Business Technology Platform cloud services delivered to our internal and external customers. We ensure the 7/24 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. On SAP level we drive and align process and tool improvements together with other cloud operation teams and all central teams. What youll do For our T&I Cloud Operations team in Bengaluru, we are looking for Cloud Operations Lead having 7 years of experience You will work in our Cloud Engineering Team as a Lead and proactively drive automation, continuous improvement, optimize Incident Management, Monitoring, Problem Management and related ITIL processes, coordinate across the layers and development teams. We are looking for energetic result oriented, solution engineers with broad technical knowledge around PaaS (Platform), SaaS (Services), Infrastructure (IaaS) to enhance critical components and Tools. Automation would be naturally expected that enable efficient day to day Cloud Operations. Play a significant role in the team to provide, protect and improve the software and systems behind productive services of SAP Busines Technology Platform with an ever-watchful eye on their availability, performance, and capacity. Expectations and Tasks Ensure high availability, scalability, and reliability of cloud services. Implement and maintain ITIL processes such as Incident, Problem, Change, and Configuration Management within the cloud operations environment. Ensure compliance with ITIL best practices and continuously improve these processes to enhance efficiency and service quality. Lead initiatives to automate repetitive tasks, deployments, monitoring, and other operational processes. Identify opportunities for cost optimization and performance improvement in cloud environments. Develop and enforce strategies to minimize downtime, ensuring high availability and resilience of cloud services. Manage incidents, ensuring rapid resolution and minimal impact on business operations. Conduct root cause analysis (RCA) for critical incidents and implement preventive measures. Manage and mentor a team of cloud engineers and operations staff, providing guidance and support. Foster a culture of continuous learning and improvement within the team. Collaborate with other IT and business units to align cloud operations with organizational goals. Drive continuous improvement initiatives to enhance operational efficiency, reduce costs, and improve service delivery. Monitor and analyze performance metrics, KPIs, and SLAs to identify areas for improvement. Implement feedback loops to incorporate lessons learned from incidents and operational activities. Stay abreast of the latest cloud technologies, trends, and best practices. What you bring Excellent understanding of ITIL processes 5+ years of experience working with ITIL processes, with demonstrated ability to implement and improve ITIL practices in an operational environment. 7+ years of experience in managing critical incidents, performing root cause analysis, and implementing corrective actions. 3-5 years of experience with automation tools Very good Project Management skills. Sound knowledge on SaaS as well as cloud hyper-scalers Strong customer focus, process automation mindset, and experience in handling escalations Advanced analytical and problem-solving skills to challenge complexity with Live Site first / Customer oriented mindset. Drive situation analysis of incident situations Work independently with Team of engineers, across organizations Excellent communication skills both verbal and written, with the ability to work and contribute within globally distributed teams Work in designated shift towards LiveSite. Travel requirements Expect some travel activities to enable ongoing knowledge sharing across locations and foster team collaboration.