IT Technology Services Senior Specialist - Linux SM, Pacemaker

Enhanced Operation Service Specialist

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.

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.

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.

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 Services.

What you'll build:

We are looking for an experienced Linux Administration expert for the Enhanced Operations Service (EOS) team who should have a proven track record in Server management with Pacemaker expertise, Critical Situation Handling, with a strong technical and process background.

A customer first mindset is necessary.

As an Enhanced Operations Service Specialist - you are responsible for:

• Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA's.
• Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.
• Identifying and resolving architectural and design issues in existing Pacemaker setup, developing automation to ensure stability and reliability of the environment to run business-critical systems of our customers.
• Contributing to standardizing and simplifying server operations using software tools and automation (DevOps).
• Implementing and managing high availability solutions using clustering technologies, particularly Pacemaker.
• Strong capability in proactive alert analysis and maintaining system stability by effectively analysing and responding to proactive alerts
• Participate in Major incident handling, troubleshoot service request failures, downtime extensions, long running ongoing incidents for a customer, and solving them in stipulated SLA/KPI thresholds
• 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 failures/outages, performance 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 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.

What you bring:

• 10+ years of experience in administering Linux operating systems (Redhat / SuSe) at an advanced level, with a strong grasp of troubleshooting and resolving complex issues.
• Expertise in implementing and managing high availability clustering solutions, especially Pacemaker.
• 2-3 years' experience in Linux HA clusters, preferably Pacemaker, with relevant trainings/ certifications
• Hands-on experience in administering Azure/AWS/GCP environments.
• Networking experience with the suite of TCP/IP, IP routing, NAT, firewalls
• Experience with network services like DNS and LDAP and HTTP proxies
• Good understanding of IT security, OS hardening
• Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g. Ansible, CHEF)
• Experience with server operations in large environments and in public clouds – Azure, AWS, GCP.
• Experience in Problem Management, Root cause analysis methodologies

Education and Qualifications

• 8+ years of related professional experience
• Bachelor's degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Expert Linux Administrator
• Expert in at least one of the public cloud administrations – Azure, AWS, 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.

Where you belong:

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.

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.

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 realize their full potential. We ultimately believe in unleashing all talent and creating a better world. 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.