Senior Service Disruption Specialist, SAP ECS – Enhanced Operations Service

Senior Service Disruption Specialist, SAP ECS – Enhanced Operations Service

• Company Website: https://www.sap.com/careers.html

• Company Name: SAP

• Location: Toronto, ON, Canada

• Postal Code: M5H 2N2

• Region: Ontario

• Company Office Local Address: 333 Bay Street, Suite 2200, Toronto, ON, Canada

• Contact Info: +1 416-555-8899

• Email Address: careers@sap.com

• Country: Canada

• Job Type: Full-Time

• Job Average Salary Rate: CA$95,000 – 120,000 yearly

• Currency: CAD

What you’ll do:
We are looking for an experienced SAP technology professional within our organization, responsible for and managing the resolution of major incidents and crises that impact our services and systems. This individual will ensure that incidents are managed efficiently and effectively, minimizing the impact on service delivery and ensuring the highest level of customer satisfaction. The role requires strong SAP technical and process expertise, exceptional problem-solving skills, working on governance model with partners, and the ability to work under pressure.

The Service Disruption Management team responsibilities include:

• Working in incident and crisis management team, ensuring timely and effective response to major incidents and crises. Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible.

• Act as the primary point of contact for incident escalation during shift. Ensure that all escalations are handled promptly and appropriately and performing on-duty responsibilities outside of working hours when necessary.

• Oversee thorough root cause analysis for all critical incidents. Develop and implement preventive measures to avoid recurrence.

• Maintain clear and effective communication with stakeholders throughout the incident lifecycle. Provide regular updates on incident status, impact, and resolution efforts.

• Identify and drive initiatives to improve incident management processes. Standardize and simplify incident response procedures to enhance efficiency and effectiveness.

• Define, track, and achieve key performance indicators (KPIs) and service level agreements (SLAs) related to incident/outages and crisis management.

• Lead, mentor, and develop the incident management team. Foster a collaborative and high-performance culture within the team.

• Ensure that the incident management team is well-trained and equipped with the necessary skills and knowledge to handle incidents effectively.

• Work closely with partners and internal teams, to ensure a coordinated and integrated approach

• Maintain comprehensive documentation of incident management processes, incident reports, and lessons learned. Share knowledge and best practices with the broader organization.

What you bring:
• 8+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role
• Hands-on experience in one of the areas like Basis, System Performance Management, Lifecycle events (Upgrades / Updates), SAP Project Management, Support, Escalation Management. Knowledge of products like SAP Cloud-Connector, S4 would be an added advantage.
• Practical knowledge with SAP technologies like SAP NetWeaver, Business Objects, SAP HANA and SAP Sybase Adaptive Server Enterprise (ASE)
• Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud Operations/Support.
• Application Security, Backup and recovery strategies, performance tuning, System Copies, export-import, high availability, and disaster recovery strategy, export-import.
• Experience in Problem Management, Root cause analysis methodologies
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Professional Certification of SAP BASIS, Business Object with exposure to Project Management tasks including PMP and ITIL certification.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP)
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationship.
• Strong customer service focus
• Very good English language skill.

See full job description from the company website.

Job Summary

SAP is seeking a Senior Service Disruption Specialist to manage and resolve service disruptions within ECS. The role involves analyzing system issues, coordinating response teams, and implementing solutions to minimize downtime and maintain operational continuity.

Category Details Job Title Senior Service Disruption Specialist, SAP ECS Company SAP Location Toronto, ON, Canada Salary Range CA$95,000 – 120,000 yearly Job Type Full-Time Disclaimer

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