IT Technology Services Senior Specialist (Multiple Positions Available)

SAP IT Business Systeme • Newtown Township, PA

1d • $127,525 - $195,976 • Hybrid

About The Position

SAP America, Inc. seeks multiple IT Technology Services Senior Specialists at its Newtown Square, Pennsylvania location to safeguard and optimize strategic customers’ investments in SAP Enterprise Cloud Services. The role is responsible for delivering day-to-day service quality, meeting service KPIs and SLAs, and supporting Linux, Windows, and infrastructure customer issues. It also involves operating and improving high-availability environments, including identifying and resolving architectural and design issues in Pacemaker setups and developing automation to improve stability and reliability for business-critical customer systems.

The specialist contributes to standardizing and simplifying server operations through software tools and DevOps automation, analyzes proactive alerts, and participates in major incident handling. The role includes troubleshooting service request failures, downtime extensions, ongoing incidents, outages, and performance issues; conducting root-cause analysis; defining corrective action and mitigation plans; and coordinating work across teams. The specialist also drives continuous improvement initiatives, addresses customer pain points, and streamlines standard operating procedures through automation enhancements.

The position uses a hybrid work model. Travel is not required. The posted annual base salary range is $127,525–$195,976, and the targeted combined compensation range, including base salary and variable incentive target, is $131,000–$222,700. Actual compensation depends on factors including education, skills, experience, role scope, and location.

Requirements

• Bachelor’s degree or foreign equivalent in Computer Science, Information Technology, Engineering, or a related field, plus six years of progressive post-baccalaureate experience in the job offered or a related occupation; alternatively, a master’s degree or foreign equivalent in one of those fields plus four years of experience.
• At least four years of experience troubleshooting Linux and Windows operating systems.
• At least four years of experience in the cloud domain, including knowledge of and administration experience with AWS, Azure, and GCP.
• At least four years of experience with TCP/IP and IP routing firewalls.
• At least four years of experience administering DNS, LDAP, and HTTP proxies.
• At least four years of experience with shell and Python scripting and automation using Ansible and CHEF.
• At least four years of experience with IT security practices and operating-system hardening.
• At least four years of experience with incident and problem management and root-cause analysis methodologies for service outages and performance issues.

Responsibilities

• Ensure day-to-day quality service delivery and define, track, and achieve service KPIs and SLAs.
• Provide expert support for Linux OS, Windows OS, and infrastructure customer issues.
• Identify and resolve architectural and design issues in existing Pacemaker setups.
• Develop automation to improve the stability and reliability of environments running customers’ business-critical systems.
• Standardize and simplify server operations using software tools and DevOps automation.
• Implement and manage high-availability solutions using clustering technologies, particularly Pacemaker.
• Analyze proactive alerts and maintain system stability through effective response.
• Participate in major incident handling and troubleshoot service request failures, downtime extensions, and long-running customer incidents within specified SLA/KPI thresholds.
• Respond quickly to escalations, take proactive steps to prevent escalations, and drive initiatives that improve customer system operations and stability.
• Perform root-cause analysis for service request failures, outages, and performance issues, and apply continuous improvement methodologies.
• Analyze causes of failures in achieving KPIs and define corrective action plans with clear mitigation steps.
• Coordinate and orchestrate work across teams within and outside Enterprise Cloud Services.
• Introduce continuous improvement initiatives to address customer pain points and enhance service delivery.
• Streamline standard operating procedures through automation enhancements.

Benefits

• Employee referral program, subject to eligibility criteria.
• SAP benefits are referenced in the posting; specific benefits and eligibility requirements are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior