Lead for Application Root Causes Analysis

3 weeks ago


Toronto, Canada SAP Full time

**We help the world run better**

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.

**What You’ll Do**:
As a technical area we are covering those tasks across all service aspects like system build, monitoring & alerting, incident & problem management updates/upgrades, configuration changes etc. and act as a bridge to other teams in ECS like portfolio planning, service engineering, security.

You, as member of the Applications Root Cause Analysis team,
- Follow up on outages, failed service requests, customer escalations and other IT problems.
- You will analyze the technical root and collaborate closely with other teams like product development or technical support.
- You we also provide hands-on operations support in escalated or complex cases.
- You will identify & drive initiatives to increase quality of cloud operations, reduce outages, improve efficiency and collaboration.
- Beyond RCAs, you will ensure agreed deliverables e.g. improvement action items are delivered in time and reoccurring problem patterns are identified and addressed in projects.

**What You Bring**:

- Additional Experience in at least one non-NetWeaver technology: BOBJ, SAP Cloud Connector, Convergent Charging, OpenText, HANA XSA, Kubernetes/ SAP Gardener etc.
- Communication with customers on technical, service and operations topics, ability to handle escalated customer cases on management level.
- Cloud and Customer Mindset and previous experience in Cloud Operations or Support organizations for private cloud or public cloud offerings.
- Strong understanding of the processes and working models of SAP Enterprise Cloud Services.
- Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
- Very good English language skills
- 8+ years relevant IT experience

SAPECSCareers

**Meet The Team**:
Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering. Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS infrastructure provided by hyperscalers like Microsoft Azure, Google Cloud Platform or Amazon Web Services (AWS). ECS delivered services include backups, patching, provisioning and upgrades, restore and disaster recovery, infrastructure monitoring and event detection. Services are delivered from all regions (EMEA/MEE/AMER/APJ) having a strong international focus and cultural diversity.

**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. 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.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 413003 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid



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