SAP DevOps Engineer - Problem Management Lead 

India, Karnataka, Bengaluru 

887910018

WHAT YOU'LL DO

We are looking for a DevOps engineer to join our infrastructure team. Challenge yourself in the fast-paced world of cloud infrastructure and become an integral part of the group that directs SAP’s strategy to move to the cloud.

• Proactively identify and assess problems by analysing incident trends, monitoring service performance, and collaborating with Incident Management teams.
• Conduct root cause analysis (RCA) to determine the underlying causes of recurring incidents or service disruptions.
• Develop and implement solutions to address the root causes of problems, ensuring that these solutions are effective and sustainable.
• Maintain comprehensive records of problem investigations, including root cause analysis, resolutions, and lessons learned.
• Collaborate with Incident Managers, Change Managers, and other IT teams to ensure coordinated efforts in addressing and resolving problems.
• Develop and implement ITSM processes and frameworks based on ITIL or other industry best practices.
• Drive continuous improvement initiatives to constantly evolve organizational processes and best practices and ensure best-in-class end-to-end delivery
• Ensure adherence to ITIL (Information Technology Infrastructure Library) or other relevant frameworks and standards for problem management.
• Conduct regular audits of ITSM especially problem management activities to ensure compliance with established processes and policies.

WHAT YOU BRING

• Bachelor / Master's degree or equivalent in Computer Science, Engineering or Business Information Technology
• Minimum of 3-5 years of experience in IT service management, with a focus on problem management or a related role.
• Proven track record in managing and resolving complex IT problems and incidents.
• Proficiency in ITIL or other IT service management frameworks and tools.
• Professional certifications such as ITIL will be preferred
• Experience with ITSM tools (e.g., ServiceNow) is advantageous.
• Open, friendly, creative personality with service-oriented professional can-do attitude, strong intercultural skills with proven agility and flexibility and a high sense of responsibility
• Highly responsive, takes pride in always-on accessibility and thrives in a fast-paced environment
• Ability to handle multiple tasks and deliver highest quality work under time constraints and in complex environments with little or no guidance
• Out-of-the-box thinking and willingness to make the impossible possible
• Superior team player with high-quality standards, cloud mindset, challenging the status quo, getting things done, continuously striving to improve our cloud services & processes and defining metrics and KPIs to measure our levels of reliability and performance
• Highly flexible and able to change course quickly
• Experience working in datacenter, cloud, and network environments
• Prior experience working as a problem manager andproficiency in ITIL or other IT service management frameworks and tools
• Fluency both written and spoken in English

TECH YOU'LL LEARN

​