IT Tech Services Sr Specialist (Service Reliability Manager)

SAP•Edgmont Township, PA

3d•Hybrid

About The Position

SAP America, Inc. seeks an IT Tech Services Sr Specialist (Service Reliability Manager) at our Newtown Square, PA location responsible for the supervision and tracking of Cloud Availability in the SAP SuccessFactors Cloud Operations organization. This role involves performing technical root cause analysis and correlation of major incidents, risk analysis of upcoming change management activities, and prevention of customer-facing service disruptions across the SuccessFactors HCM Suite product portfolio. The position requires conducting technical troubleshooting, root cause analysis, communication, and documentation to achieve shortened MTTR on major incidents by architecting process adjustments. Complex root cause analysis requires perseverance, deep infrastructure and application architecture knowledge, active customer and internal stakeholder engagement with effective communication, often across SAP Lines of Business (LOB). Liaising and negotiating with infrastructure providers, third-party vendors, various Engineering branches, and Product Management professionals are part of the day-to-day activities. The role includes conducting Daily Standup meetings where Cloud Operations teams discuss events and priority bridges of the last 24 hours, and organizing Service Review Meetings for RCA action item follow-ups.

Requirements

Bachelor’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, Computer Engineering, or a related field of study and four (4) years of experience in the job offered or related occupation.
ITIL Service Management, with practical knowledge in Service Level Management, Incident Management, Problem Management, Continuous Service Improvement, Change Management, Risk Management, Service Reporting and Analytics (4 years).
Enterprise IT Service Management experience in Service-now, JIRA, BMC Remedy, or BMC Helix (4 years).
Enterprise Event Management, Application Performance Management (APM), observability and big data analysis tools including Dynatrace, Splunk, Pingdom, Zabbix, Elastic or Grafana (4 years).
Theoretical knowledge of SaaS, PaaS, IaaS and private cloud concepts, along with practical experience in managing workloads hosted on hyperscaler platforms like Microsoft Azure, GCP or AWS (4 years).
Technical troubleshooting and root cause analysis in cloud data center layers: network (IPS/IDS, DDoS, WAN, LAN, load balancer or firewall), virtualized workloads (Linux VM, Windows VM, Docker or Kubernetes), application environments that connect with a variety of database flavors (MSSQL, MySQL or PostgreSQL) (4 years).
Developing technical documentation and knowledge base articles, with the ability to produce concise and detailed summaries and root cause analysis documents (4 years).
Deriving insights from data with business intelligence tools including SAP Analytics Cloud (SAC), MicroStrategy or MS Power BI (4 years).

Responsibilities

Perform technical root cause analysis and correlation of major incidents.
Conduct risk analysis of upcoming change management activities.
Prevent customer-facing service disruptions across the SuccessFactors HCM Suite product portfolio.
Conduct technical troubleshooting, root cause analysis, communication, and documentation.
Achieve shortened MTTR on major incidents by architecting process adjustments.
Engage with customers and internal stakeholders with effective communication.
Liaise and negotiate with infrastructure providers, third-party vendors, various Engineering branches, and Product Management professionals.
Conduct Daily Standup meetings.
Organize Service Review Meetings for RCA action item follow-ups.