Job Description

Requisition ID: 438097

Work Area: Information Technology


Expected Travel: 0 - 10%


Career Status: Professional


Employment Type: Regular Full Time


Career Level: T3


Hiring Manager: Harishankar Dhulipudi 


Recruiter Name: Thais Nadim

ABOUT SAP


As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

PURPOSE AND OBJECTIVES


RISE with SAP brings together the solutions and services our customers need for a true business transformation, in one package, in the way that works best for them. We know that transformation is a journey, not a destination, so RISE with SAP allows customers to change not only once, but to continually transform – with SAP alongside them during every step of the way.


RISE with SAP S/4HANA Cloud, private edition is one of the key deployment options for our customers cloud transformation. It provides a comprehensive cloud infrastructure and managed service offerings to our customers as an essential part of the overall Cloud Strategy of SAP. This enables customers to safeguard their existing SAP ERP investment, while benefiting from a new level of flexibility – tailoring the software to meet their specific needs, retaining company-specific configurations and customizations of their SAP ERP system, and accessing the latest capabilities that give their company a competitive advantage.


Under RISE with SAP, SAP allows customers to run their SAP S/4 HANA and other SAP applications in a managed private cloud environment either in SAP’s own datacentres, IaaS Hyperscalers, SAP Premium Suppliers or in customers’ own existing datacentres. SAP has established strategic partnerships with the major cloud infrastructure providers, including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), to offer customers maximum choice for their SAP private cloud deployment.


Within the Customer Services & Delivery (CS&D) Board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP’s private cloud offering. 

The Enhanced Operation Service is part of SAP Enterprise Cloud Services Delivery organization. This is a dedicated team which will focus on leading and optimizing strategic customers’ end-to-end delivery and operation model, during the customer’s cloud transformation journey. We provide a spectrum of cloud deployment options for our customers with our own infrastructure, our partners and through public cloud infrastructures.


What you`ll do:

Enhanced Operations Service Specialist plays a pivotal role within the SAP ECS – Enhanced Operations Service (EOS) organization, serving as a trusted advisor responsible for safeguarding and optimizing strategic customers' investments in SAP Enterprise Cloud Services.


We are looking for an experienced Linux Administration expert for the Enhanced Operations Service (EOS) team who should have a proven track record in Server management with Pacemaker expertise, Critical Situation Handling, with a strong technical and process background.


 A customer first mindset is necessary.


As an Enhanced Operations Service Specialist - you are responsible for:

  • Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.

  • Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.

  • Identifying and resolving architectural and design issues in existing Pacemaker setup, developing automation to ensure stability and reliability of the environment to run business-critical systems of our customers.

  • Contributing to standardizing and simplifying server operations using software tools and automation (DevOps).

  • Implementing and managing high availability solutions using clustering technologies, particularly Pacemaker.

  • Strong capability in proactive alert analysis and maintaining system stability by effectively analysing and responding to proactive alerts

  • Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer, and solving them in stipulated SLA/KPI thresholds

  • Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.

  • Root Cause analysis for Service requests failures/outages, performance issues – continuous improvement methodologies

  • Analyse root-causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.

  • Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.

  • Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery 

  • Process improvement initiatives for daily operational activities

  • Streamline standard operating procedures by focussing on automation enhancements.

  • Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.

    • SKILLS AND COMPETENCIES

  • 10+ years of experience in administering Linux operating systems (Redhat / SuSe) at an advanced level, with a strong grasp of troubleshooting and resolving complex issues.

  • Expertise in implementing and managing high availability clustering solutions, especially Pacemaker.

  • 2-3 years’ experience in Linux HA clusters, preferably Pacemaker, with relevant trainings/ certifications

  • Hands-on experience in administering Azure/AWS/GCP environments.

  • Networking experience with the suite of TCP/IP, IP routing, NAT, firewalls

  • Experience with network services like DNS and LDAP and HTTP proxies

  • Good understanding of IT security, OS hardening

  • Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g. Ansible, CHEF)

  • Experience with server operations in large environments and in public clouds – Azure, AWS, GCP.

  • Experience in Problem Management, Root cause analysis methodologies

    • EDUCATION AND QUALIFICATIONS

  • 8+ years of related professional experience

  • Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
  • Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Expert Linux Administrator

  • Expert in at least one of the public cloud administrations – Azure, AWS, 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 is required.

    • #SAPECSCareers

    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.

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