Senior BASIS Service Disruption Management Specialist

Newtown Square, PA
Permanent
Full-time

1 month ago

We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.This is a Hybrid Role based out of Newtown Square, PA. Hybrid is 3-days week onsite & 2-days week remote.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 wayRISE 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 advantageUnder 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 deploymentWithin 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 ServicesWe are looking for an experienced SAP technology professional for the Enhanced Operations Service (EOS) team who should have a proven track record in at least in one of the areas like SAP Basis and Critical Situation Handling, with a strong technical and process background. A customer first mindset is a must!As a Service Distruption Management Specialist - you are responsible for: * 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.
Perform comprehensive performance assessments (memory, disk I/O, IOPS, CPU utilization etc) for SAP systems running on Hyperscalers platform utilizing various performance tools.
Assist EOS operations support for any ongoing performance issues in customer production systems.
Oversee performance testing, benchmarking for new IT stack (HANA + OS) to find performance issue before sign-off for production implementation using data-driven approach.
Develop and implement performance optimization strategies for SAP applications, HANA DB, and Azure infrastructure.
Collaborate with ECS Service Engineering, Client Delivery Management, EOS Operations, HANA development and Customer to optimize system configurations, parameters, and resource allocation to maximize performance and scalability.
Document performance test results, optimization processes, and recommendations for knowledge sharing and upskilling the team.
Monitor production system performance, help team to proactively identify issues, and provide recommendations to maintain optimal performance levels.
Root Cause analysis for Service requests failures/outages, performance issues - continuous improvement methodologies
Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
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:

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, export-import.
Experience in Problem Management, Root cause analysis methodologies

EDUCATION AND QUALIFICATIONS:

10+ years of Technical Operations in ABAP/JAVA/HANA/DB2/Performance analysis role
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 bestSAP 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 inclusionSAP'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 realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.EOE AA M/F/Vet/DisabilityQualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 105,900 - 220,900 (USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the 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. Please reference this link for a summary of SAP benefits and eligibility requirements: .Requisition ID: 401362 | Work Area:Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-HybridRequisition ID: 401362Posted Date: Jul 25, 2025Work Area: Information TechnologyCareer Status: ProfessionalEmployment Type: Regular Full TimeExpected Travel: 0 - 10%Location:Newtown Square, PA, US, 19073Job alert

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