DevOps Engineer - Problem Management

About SAP

At SAP, we help the world run better by empowering businesses to operate more efficiently. As a global leader in enterprise resource planning software and cloud solutions, SAP touches over 20 industries and 80% of global commerce. We are committed to fostering a culture of constant learning, skill growth, and wellbeing for our over one hundred thousand employees worldwide.

The Opportunity: DevOps Engineer - Problem Management

The Problem Management team within Customer Service Management at SAP is dedicated to enhancing the quality of SAP's cloud-based services. This is achieved by proactively reducing incident numbers and decreasing the mean time to repair. This unit plays a critical role in conducting root cause analysis (RCA) for service outages and degradations that impact our customers.

As a DevOps Engineer - Problem Management, you will manage and coordinate RCAs for major incidents, defining measures to improve IT operations and processes. Your focus will be on the prevention of incidents, ensuring the overall stability and reliability of our services.

What You'll Build & Responsibilities:

• Organize, structure, and steer problem management calls across relevant units.
• Conduct thorough Root Cause Analysis (RCA) to identify technical root causes.
• Perform quality assurance on RCA documents and provide constructive feedback.
• Identify and propose improvements across processes, people, governance, and platforms.
• Support the coaching, mentoring, and training of Problem Coordinators.
• Be responsible for overall incident reporting, including Root Cause Overviews and preventive measures tracking.
• Calculate and report regular Key Performance Indicators (KPIs) to senior and top management.

What You Bring:

• University degree or equivalent qualification.
• Minimum of 1-2 years of experience in an IT environment and processes, ideally in a DevOps role or as a problem manager.
• Detailed experience in IT Service Management (ITIL), particularly incident, problem, and change management.
• Fluent English (speaking and writing) is essential.
• Initial experience in large, complex, and international projects.
• Practical skills in project management methodologies.
• ICT-Operations-Know-How and experience in database or application development and testing.
• Practical knowledge of Quality Management and Problem Management, with a strong focus on root cause analysis and issue-based problem solving.
• Knowledge of Quality Management tools and indicators (e.g., Indicators reporting, Management systems, Excellence Program).
• Strong management, problem-solving, communication, interpersonal, and organizational skills.
• Proven judgment, tact, and decision-making ability.
• Excellent ability to collaborate effectively with clients and senior management.
• High degree of self-starting ability, initiative, responsibility, reliability, and proactive action.
• Very structured and self-reliant approach to work.
• Very strong analytical skills and a high-level, pro-customer orientation.

Key skills/competency:

• DevOps
• Problem Management
• Root Cause Analysis (RCA)
• ITIL (Incident, Problem, Change Management)
• Cloud Services
• KPI Reporting
• Quality Management
• Process Improvement
• Technical Troubleshooting
• Analytical Skills