IT Technology Services Senior Specialist - SAP Basis, Service Disruption Management (Bangalore, IN, 560066)

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

Lead and optimize Service Disruption Management for SAP private cloud offerings by managing major incidents and crises end to end. Serve as the primary escalation point during shifts, drive thorough root cause analysis and preventive actions, and communicate incident status and impact to stakeholders. Set and track KPIs/SLAs, improve incident response processes, and mentor the incident management team while coordinating closely with partners and internal teams across cloud operations.

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FursaFursa
SAP
SAP
2 hours ago

IT Technology Services Senior Specialist - SAP Basis, Service Disruption Management (Bangalore, IN, 560066)

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Job Summary

Lead and optimize Service Disruption Management for SAP private cloud offerings by managing major incidents and crises end to end. Serve as the primary escalation point during shifts, drive thorough root cause analysis and preventive actions, and communicate incident status and impact to stakeholders. Set and track KPIs/SLAs, improve incident response processes, and mentor the incident management team while coordinating closely with partners and internal teams across cloud operations.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Manage the resolution of major incidents and crises impacting SAP services and systems, minimizing impact to service delivery.
  • •Coordinate in incident and crisis management, restoring normal service operations as quickly as possible.
  • •Act as the primary escalation point during shift and perform on-duty responsibilities outside working hours when necessary.
  • •Oversee root cause analysis for critical incidents and develop and implement preventive measures to avoid recurrence.
  • •Lead, mentor, and develop the incident management team; define and achieve KPIs/SLAs and improve incident management processes.
Travel: Low travel

Key Requirements

  • •10+ years of technical operations experience in ABAP/JAVA/HANA/DB2, including performance analysis or related roles.
  • •Hands-on experience in Basis, system performance management, lifecycle events (upgrades/updates), SAP project management, support, or escalation management (SAP Cloud-Connector and S/4 knowledge is an advantage).
  • •Practical knowledge of SAP technologies including SAP NetWeaver, Business Objects, SAP HANA, and SAP Sybase Adaptive Server Enterprise (ASE).
  • •Experience with managed/hosting services or SAP private/public cloud operations/support.
  • •Bachelor’s degree or higher in relevant fields and professional certifications such as SAP BASIS, with PMP and ITIL exposure (plus problem management and root cause analysis methodologies).
Experience:10+ yearsSAPCloud operationsManaged servicesPrivate cloudPublic cloud
Education:Bachelor's in Computer Science, Engineering, or Information Technologies Management
Skills:Problem-solvingAnalytical thinkingSolution-oriented thinkingCommunicationCustomer focus
Certifications:SAP BASISPMPITIL
Languages:English
Tech Stack:ABAPJavaSAP HANADB2SAP NetWeaverBusiness ObjectsSAP Sybase Adaptive Server Enterprise (ASE)SAP Cloud-ConnectorSAP S/4HANAAWSMicrosoft AzureGoogle Cloud Platform (GCP)PMPITIL

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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