דרושים Lead Devops Engineer/ingénieur Principal ב-Sap ב-אירלנד

Your role is to:

· Handle customer incidents within agreed timelines.

· Follow up with relevant parties to ensure timely completion of license audit, metering, and consumption queries from customers.

· Collect and analyse customer’s usage and measurement data. Evaluate customer consumption and compare the results to the licensed software contracts. Create usage reports to assess compliance.

· Align with responsible sales executives, license compliance managers and other local contacts regarding the usage findings so that required action can be taken.

· Efficiently support your team members and manage your assigned workload.

· Engage with internal and external stakeholders to support with SAP Private Cloud Metering Services

Education and Qualification / Skills and Competencies

· Proficient verbal and written communication skills in English

· Fluent verbal and written communication skills in another European language

· Bachelor’s Degree in Business or similar

· Strong communicator who likes to work in a multinational team environment

· Excellent organizational and follow-up skills

· Excellent analytical thinking skills and strong attention to the detail

· Advanced Microsoft Office (Word, Excel, Power Point) and Presentation skills

Work Experience

· Minimum one-year work experience in business environment preferably within the IT industry

· License usage and compliance knowledge is desirable, but not essential

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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.

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple environments/platforms and application systems.
• Interact with network services, software systems, and applications.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your own schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers.
• You will thoroughly document all issues, develop and review content for knowledge base using KCS.
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• You assist in the QA of beta products and pre-GA versions.
• Other teams, such as CSP, rely on your help and assistance with technical product issues.
• Helping the development or improvement of internal processes and tools to enhance the team’s performance and daily work.

• years' experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• Experience with working remotelyor with remote colleagues.
• Strong verbal and written communication skills in English & German (mandatory for MEE region)
• Strong analytical thinker who is focused on problem solving.
• General understanding of SaaS/Cloud and On-Premise systems
• Experience in working with DBMS, web applications and Single-Sign-On technologies.
• Experience using KCS to create and maintain knowledge articles is a benefit.
• Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).
• Java and/or JavaScript experience is a benefit
• Knowledge and working with Git is a benefit

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.At SAP, you can 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.
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 employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 422628 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

YOUR FUTURE ROLE

In this role you will become a member of the Technology and Engineering team. You will be engaging with existing SAP Sovereign Cloud engineering and operations experts across a globally distributed team of highly motivated engineers responsible for the design, development, deployment, upgrade and lifecycle management of the Sovereign Cloud Shared Management Services foundational platform and services.

You will inspire innovation and drive execution of disciplined and standardized processes and tools, address mission-critical capability gaps and opportunities for maximized efficiency. You will help identify trade-offs in deployment plans and any key day-to-day operational decisions impacting infrastructure investments significantly. You will drive and manage backup and disaster recovery drills to ensure failure readiness.

You will help the team to operate and improve our existing foundation and provisioning approach, create best practices, and innovate new options for the SMS. You need to ensure the team’s knowledge base is kept consistently up-to-date with native hyperscaler capabilities and modern infrastructure management tools. In order to do so, you will help to understand and document existing SAP Sovereign Cloud assets and processes. Starting from this status quo, you will design concepts for our infrastructure management on the global scale.

WHAT YOU BRING

Due to the classified nature of our work, your willingness is required to subject yourself to a governmental security clearance process and thus have an EU, NATO or FIVE EYES country member nationality or residency. Besides that you bring:

• Ability to manage ambiguities while being innovative and collaborative
• Technical skill and knowledge in various technologies, tools, procedures, and programming languages used by development and operations and the willingness to learn new topics quickly
• Ability to take a technical approach to design specifications of our large-scale network
• Strong technology skills and the willingness to learn new topics quickly
• Strong analytical research and problem-solving skills
• Inherent drive to produce high quality output and standards in your approach to your work
• Support new and existing cloud services through Terraform
• Proven ability to troubleshoot complex authentication issues
• Methodological and conceptual skills paired with analytical thinking
• Candidate must be able to produce documentation for processes and procedures
• Proven ability to deliver against challenging timelines
• Strong communication and interpersonal skills
• Strong cultural awareness and intercultural competencies
• Ability to build trusted relationships
• Creative, can-do, positive attitude
• Proven ability to deliver against challenging timelines
• Persistence, self-motivation and willingness to work under pressure
• Ability to function independently, yet collaboratively and of playing well within a diverse team (good team player)
• Ability to lead and mentor junior engineers
• English (fluent) required, German is a plus
• Knowledge of SAP and the SAP solution portfolio is a plus

CORE TASKS MAY INCLUDE

• Collaboration with engineering and product management as well as other service groups to ensure user and operator needs are considered in new products/releases
• Definition of operations model/operational processes and procedures
• Production of documentation for processes and procedures
• Define and execute technical tasks with a moderate level of complexity independently within the assigned functional areas of responsibility
• Production of documentation for processes and procedures
• Contribute to operations model/operational processes and procedures
• Communicate clearly in a way others can understand
• Communicate relevant messages in a timely mannerwith constructive feedback to colleagues & managers
• Improve system landscape support in the assigned functional areas of responsibility
• Independent assurance of effective system operations along the software lifecycle

WORK EXPERIENCE

• Very good understanding of infrastructure and authentication related topics

• Minimum 5 years of experience developing, managing, or deploying technical infrastructure at a global scale

• Thorough understanding of infrastructure firewalls, load balancers, storage, monitoring, security, IAM etc. and have experience with orchestration to develop a cloud solution
• Minimum 2 years of hands-on experience with infrastructure, application or database migration
• Working knowledge of Ansible, Terraform, Powershell, CI/CD tools and GIT is required

• Understanding ofsecurity technologies e.g. CAs, mTLS, oAuth, SSO Proxy, IDP, LDAP, TLS, PKI,WAF
• Working knowledge of managing Kubernetes environments

• Experience troubleshooting and supporting products on AWS, Azure, and/or GCP is a plus
• Experience with Sovereign Cloud or Gaia-X concepts is a plus
• Experience with infrastructure management of SAP solutions is a plus

We win with inclusion

Washington DCJob Segment:Cloud, Developer, ERP, Senior Product Manager, Engineer, Technology, Operations, Engineering

Your Profile

Bachelor's or Master's degree in Computer Science or equivalence through the combination of your curriculum and experience.

Verbal and written fluency in English is required.

Expectations and Tasks

As Technical Lead, you will:

• Work with an Agile team working on a hybrid Scrum and Kanban model
• Work at flexible times to effectively collaborate with team members in different time zones (such as EST, CST, and IST) with Montreal as the main base of operations
• Have the opportunity to use the latest open-source technologies to design, implement, and maintain a secure, reliable, and highly available infrastructure
• Have ownership over making decisions for and with your team
• Be responsible for implementation, knowledge sharing, organization of all relevant tasks, and internal communications

We expect strong experience in the following areas:

• Linux administration
• Network architecture and troubleshooting
• Container orchestration tools (e.g. Kubernetes, Gardener)
• Coding and scripting languages (e.g. Go, Python, Bash)
• Containerization tools (e.g. Docker, Podman, Kaniko)
• Hyperscaler platforms (e.g. Google Cloud Platform, Azure, SAP Converged Cloud)
• Cloud policy compliance and tools (e.g. OPA Gatekeeper)
• Continuous Integration (CI) (e.g. Jenkins, MegaLinter, Tekton)
• Continuous Delivery (CD) (e.g. ArgoCD)
• Secrets management (e.g. Vault)
• Infrastructure as Code (IaC) (e.g. Terraform, Pulumi)
• Kubernetes tools (e.g. Helm, Kustomize, KubeApps)
• Monitoring, logging, and alerting tools (e.g. Prometheus and exporters, Thanos, Grafana, Loki, InfluxDB)
• Service Meshing tools (e.g. Linkerd, Istio)

Votre Profil

Baccalauréat ou maîtrise en informatique, ou équivalence grâce à la combinaison de votre cursus et de votre expérience.

La maîtrise de l’anglais (oral et écrit) est requise.

Attentes et Tâches

Ce poste endossera les responsabilités suivantes :

• Vous travaillerez au sein d’une équipe Agile suivant un modèle hybride Scrum et Kanban.
• Vous travaillerez selon des horaires flexibles afin de collaborer efficacement avec les membres d’équipes situés dans différents fuseaux horaires (actuellement, EST, CST, IST), la majorité se situant à Montréal
• Vous contribuerez à la conception, l’implémentation et la maintenance pour garantir une infrastructure sécurisée, fiable et à très haute disponibilité, utilisant des technologies de pointe et logiciels libres
• En qualité de responsable technique, vous devrez non seulement prendre des décisions avec votre équipe, mais aussi vous charger d’implémentations, des communications internes, du partage des connaissances et de l’organisation des tâches associées.

L’équipe assure également un système d’astreinte pour garantir en permanence la disponibilité de l’infrastructure.

Nous recherchons un candidat avec une grande expérience dans les domaines suivants :

• Administration et commandes Linux
• Architecture et dépannage de réseautique infonuagique
• Outils d’orchestration de conteneurs (par exemple Kubernetes, Gardener)
• Outils de conteneurisation (par exemple Docker, Podman, Kaniko)
• Langages de programmation et script (par exemple Go, Python, Bash)
• Plateformes hyperscale (par exemple Google Cloud Platform, Azure, SAP Converged Cloud)
• Politiques de conformité et outils (par exemple OPA Gatekeeper)
• Intégration continue (CI) (par exemple Jenkins, MegaLinter, Tekton)
• Livraison continue (CD) (par exemple ArgoCD)
• Gestion des secrets (par exemple Vault)
• Infrastructure en tant que code (IaC) (par exemple Terraform)
• Outils Kubernetes (par exemple Helm, Kustomize, KubeApps)
• Outils de Surveillance, journalisation, visualisation (par exemple Prometheus, Thanos, Grafana, Loki)
• Maillage de services (par exemple Linkerd, Istio)

We win with inclusion

Specific conditions may apply for roles in Vocational Training.

What you will do

eproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required. Will have to Perform weekend support whenever needed.Have to participate in Realtime Support channels like Expert Chat etc.

Core tasks include:

• Deliver Core Customer Support
• Knowledge Transfer
• Proactive Support and Incident Prevention Activities

What you bring

• 5-8 years of work experience in SuccessFactors Employee Central
• Should have excellent knowledge in EC core concepts , Position Management , Time Off , MDF, Global Benefits
• Should have worked in EC Implementation or Support
• Good understanding of standard business processes & scenarios.
• Strong customer focus.
• High attention to detail in identifying root-cause.
• Ability to understand customer’s business process and able to use that knowledge to anticipate best mode of resolution.
• Strong analytical skills and ability to apply conceptual thinking.
• Strong problem resolution, analysis and reporting skills.
• Strong team player, able to work across a highly matrixed organization.
• Outstanding task-management and collaborative capabilities.
• Excellent communication, follow-up and documentation skills.
• Ability to work with high sense of urgency and proven willingness to commit the additional time and effort on high impact issues.
• Experience with online communications.
• Excellent English communication - writing and speaking skills.

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What you'll do

For our T&I Cloud Operations team in Bengaluru, we are looking for Cloud Operations Lead having 7 years of experience

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.Conduct root cause analysis (RCA) for critical incidents and implement preventive measures.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

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