IT Technology Services Manager
- SAP India
- 14 - 15 years
- Bengaluru
- 2 months ago
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Job Description
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What you`ll d
The ECS Delivery Technical Operations teams run the HANA Enterprise Cloud and are responsible for the operation of OS, Databases, and Applications as well as to provide 24/7 support for our customers. Within this organization, the Applications Technical Area is responsible to define strategies to maintain the lifecycle of the applications, to ensure readiness of operational processes for our service teams, and to provide hands-on support in escalated or complex cases. Most importantly, our team members are an essential part of the ECS Outage Response teams, providing 24/7 support, follow the sun from our locations in APJ, EMEA and North America.
As a technical area we are covering those tasks across all service aspects like system build, monitoring & alerting, incident & problem management, updates/upgrades, configuration changes etc. and act as a bridge to other teams in ECS like portfolio planning, service engineering, security.
You, as a people manager for our Applications team members in India, will work towards building a cohesive, motivated team with a strong culture of collaboration. You will ensure business continuity by effective management of the team s work in daily operations and projects, incl. organizing 24x7 operations in shifts and on-call duty plans, incl. required approvals. You will work with the team to achieve their development plans and provide clear and timely feedback regarding their performance. You will identify & drive initiatives to increase the quality of cloud operations, reduce outages, and improve efficiency and collaboration.
You will be responsible for aligning resource planning demands, incl. rotational assignments of people to specific service areas as well as staffing into central projects and initiatives.
With your broad knowledge of SAP applications, you can also provide technical advice to stakeholders as well as guide your team members. You will also directly support customer success by occasionally taking part in the rotational role assignment as the ECS Manager on Duty.
What you bring
Experience (Role Requirements):
- Proven record and ability to motivate, coach, and lead teams with or without formal authority. Experience in attracting and retain talent to grow teams and reduce attrition.
- Previous experience as a people manager and/or completed people management curricula (e.g. Lead SAP Team To Great Results, Prepare to Lead, i-Aspire etc.)
- Cloud Mindset and previous experience in Cloud Operations organizations for private cloud or public cloud offerings.
- Strong understanding of the processes and working models of SAP Enterprise Cloud Services. Proven work experience in technical roles in SAP Enterprise Cloud Services
- Experience in ITIL and IT Service Management processes such as Incident/crisis Management, Problem Management, Event Management / Monitoring, Change Request Management.
- Solid understanding of SAP application technology used by ECS esp. the S/4HANA and SAP ABAP platform from a Basis technology perspective, also includes Beta projects on new S/4HANA releases.
- Experience in creating decision proposals and high-level business cases. Creating strategies to optimize complex operations processes with well-defined innovations and automations.
- Strategic initiatives as CoE expert team setup globally and defining workflows and processes to ensure strong collaboration with regular Application experts.
- Experience in onboarding and left shift of workload to L1 / L2 teams with a clear strategy and transition planning.
- Experience in Project Management, especially agile approaches like SCRUM.
- Communication with customers on service and operations topics, ability to handle escalated customer cases up to senior management level.
- Very good networking and communication skills towards stakeholders inside and outside SAP, e.g. customers, other ECS teams, Tool Development, Product Development, Product Support etc.
- Previous ECS experience in technical or CFU engagements to handle a complex customer landscape.
- Very good English language skills
About the team
- Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP s private cloud offering. Isolated private cloud landscapes are built for customers both in SAP-owned data centers as well as on IaaS infrastructure provided by hyperscalers like Microsoft Azure, Google Cloud Platform, or Amazon Web Services (AWS). ECS delivered services include backups, patching, provisioning and upgrades, restore and disaster recovery, infrastructure monitoring, and event detection. Services are delivered from all regions (EMEA/MEE/AMER/APJ) having a strong international focus and cultural diversity.
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Successful candidates might be required to undergo a background verification with an external vendor.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 412895 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Requisition ID: 412895
Posted Date: May 19, 2025
Work Area: Information Technology
Career Status: Management
Employment Type: Regular Full Time
Expected Travel: 0 - 10%
Location:
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: SAPLocation(s): Bengaluru+ View Contact
Keyskills: Networking Project management Disaster recovery Agile Problem management Scrum Information technology Analytics Monitoring Product support
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