Service Disruption Management (SDM) (Kosice, SK, 04001)

SAP
Slovakia
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsEducation: bachelorsSkills: ["Problem-solving","Analytical thinking","Solution-oriented thinking","Communication","Stakeholder management"]

Lead service disruption and crisis management for SAP private cloud offerings, ensuring major incidents are resolved efficiently with minimal impact to service delivery. Coordinate incident escalations, perform root-cause analysis, and define preventive measures. Drive incident management process improvements, KPIs, and SLAs, while managing documentation and lessons learned. Collaborate with partners and internal teams under shift/on-duty responsibilities, and mentor the incident management team to maintain readiness and stability.

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SAP
SAP
2 hours ago

Service Disruption Management (SDM) (Kosice, SK, 04001)

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Job Summary

Lead service disruption and crisis management for SAP private cloud offerings, ensuring major incidents are resolved efficiently with minimal impact to service delivery. Coordinate incident escalations, perform root-cause analysis, and define preventive measures. Drive incident management process improvements, KPIs, and SLAs, while managing documentation and lessons learned. Collaborate with partners and internal teams under shift/on-duty responsibilities, and mentor the incident management team to maintain readiness and stability.
Location: Slovakia
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Manage resolution of major incidents and crises impacting SAP services and systems, minimizing impact on service delivery.
  • •Participate in incident and crisis management, coordinating across teams to restore normal operations quickly.
  • •Serve as primary incident escalation point during shift and handle escalations promptly and appropriately, including on-duty responsibilities outside hours when necessary.
  • •Conduct thorough root-cause analysis for critical incidents and implement preventive measures to avoid recurrence.
  • •Lead, mentor, and develop the incident management team; maintain KPIs/SLAs, documentation, and lessons learned; collaborate with partners and internal teams for coordinated operations.
Travel: Low travel

Key Requirements

  • •10+ years of technical operations experience in ABAP/JAVA/HANA/DB2 with performance analysis responsibilities.
  • •Hands-on experience in areas such as Basis, System Performance Management, lifecycle events (upgrades/updates), SAP project management, support, and escalation management.
  • •Practical knowledge of SAP technologies including SAP NetWeaver, Business Objects, SAP HANA, and SAP Sybase Adaptive Server Enterprise (ASE).
  • •Experience operating or supporting managed/hosting services or SAP private/public cloud environments.
  • •Bachelor’s degree (or higher) in Computer Science, Engineering, or Information Technology Management, plus SAP BASIS/Business Objects certification with exposure to PMP and ITIL (or similar).
Experience:10+ yearsSAPCloud operationsManaged servicesPrivate cloudPublic cloud
Education:Bachelor's
Skills:Problem-solvingAnalytical thinkingSolution-oriented thinkingCommunicationStakeholder management
Certifications:SAP BASISPMPITIL
Languages:English
Tech Stack:ABAPJavaSAP HANADB2SAP NetWeaverBusiness ObjectsSAP Cloud-ConnectorSAP S/4HANASAP Sybase Adaptive Server Enterprise (ASE)Microsoft AzureAWSGoogle Cloud Platform (GCP)System performance managementIncident management

Company Brief

SAP
Global enterprise software company best known for ERP systems and business applications covering finance, supply chain, procurement, HR, analytics, and customer management for large organizations.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Walldorf, Germany
Founded: 1972
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