Job Title

Sr Service Disruption Specialist, SAP Enhanced Operations Services What youll do Work in incident and crisis management team, ensuring timely and effective response to major incidents and crises Coordinate with various teams to resolve incidents and restore normal service operations as quickly as possible Act as primary point of contact for incident escalation during shifts, handling escalations promptly and performing afterhours duties when necessary Oversee thorough root cause analysis for all critical incidents and develop preventive measures to avoid recurrence Maintain clear and effective communication with stakeholders throughout the incident lifecycle, providing regular updates on status, impact, and resolution efforts Identify and drive initiatives to improve incident management processes, standardizing and simplifying incident response procedures for enhanced efficiency Define, track, and achieve KPI and SLA targets related to incident/outage and crisis management Lead, mentor, and develop the incident management team to foster a collaborative and highperformance culture Ensure the team is welltrained and equipped with the necessary skills and knowledge to handle incidents effectively Work closely with partners and internal teams for a coordinated and integrated approach Maintain comprehensive documentation of incident management processes and lessons learned, sharing best practices across the organization What you bring 10+ years technical operations experience in ABAP, JAVA, HANA, DB2, or performance analysis roles Handson experience in Basis, System Performance Management, Lifecycle events (upgrades/updates), SAP Project Management, Support, or Escalation Management; knowledge of SAP CloudConnector and S4 an added advantage Practical knowledge of SAP technologies such as NetWeaver, Business Objects, HANA, and Sybase Adaptive Server Enterprise Experience with Managed/Hosting services or SAP Private Cloud or Public Cloud operations/support Experience in application security, backup and recovery strategies, performance tuning, system copies, exportimport, high availability, and disaster recovery Experience in problem management and rootcause analysis methodologies Bachelors degree or higher in Computer Science, Engineering, Information Technology, or related fields Professional certifications in SAP BASIS, Business Objects, PMP, and ITIL preferred Cloud knowledge (e.g., experience with Microsoft Azure, AWS, and GCP) Capacity for continuous learning and independent initiative Strong analytical and solutionoriented thinking Excellent communication, networking, and customer service skills Strong customer relationship management experience Fluent English; functional proficiency required for offices in Quebec Team Overview The SDM team is part of the Enhanced Operations Services within SAP Global Cloud Operations, focusing on stabilizing strategic customers delivery and improving incident and outage management. The role serves as a trusted advisor to protect and optimize customer investments. Benefits & Compensation SAP provides a competitive compensation package with an annualized compensation range of 140,000190,000CAD. The actual offer will be within this range and depend on factors such as education, experience, and role scope. The package includes base salary, variable incentives, pay transparency initiatives, and a comprehensive benefits program (view details at #J-18808-Ljbffr