EOS Operations Specialist (SMG) - SAP ECS

Job Description

EOS Operations Specialist (SMG) - SAP ECS

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

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

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


• 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 execution failures, and other 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 focusing on automation enhancements.


• Proactive operation services for the customer and service on‑demand with improvement plans to all the stakeholders involving the customer.

What you bring

• 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.


• Experience in Problem Management, Root cause analysis methodologies.


• 8+ years of related professional experience.


• 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.

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.

We win with inclusion

SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realise their full potential. We ultimately believe in unleashing all talent and creating a better world.

Equal Employment Opportunity

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: Careers@sap.com.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status or disability, in compliance with applicable federal, state, and local legal requirements.

Salary and Benefits

Salary range: 140000 - 190000 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. A summary of benefits and eligibility requirements can be found at www.SAPNorthAmericaBenefits.com.

Other Details

Requisition ID: 439825 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.