It Technology Services Expert

Description:

SAP is actively seeking an experienced Application Operations SRE / IT Technology Services Expert to support the Enterprise Cloud Services (ECS) Delivery team in Toronto, ON. This role plays a key part in ensuring the availability, stability, and performance of critical SAP systems hosted in the private cloud environment. The successful candidate will be responsible for delivering high-impact technical operations and support within a global 24/7 environment and will collaborate across multiple SAP product and infrastructure teams to drive operational excellence.

As part of the Customer Services and Delivery (CS&D) board area, this role will also drive continuous improvement projects and technical enhancements across ECS operations. This includes managing escalated issues, leading problem management initiatives, and contributing to enterprise-level documentation, automation, and solution design.

Key Responsibilities:

• Ensure 24x7 operational support of SAP systems in the Enterprise Cloud Services environment.

• Troubleshoot and resolve alerts, incidents, and service interruptions; act as a Last Line of Defense (LLD) for critical issues.

• Drive technical projects that enhance ECS operations, such as onboarding new solutions, updating setup guidelines, validating applications, and optimizing configurations.

• Implement countermeasures based on root cause analysis to prevent recurring problems.

• Conduct technical knowledge transfers and develop technical documentation such as operational concepts, workflows, and standard operating procedures.

• Seek opportunities to automate repetitive tasks to streamline delivery.

• Collaborate globally with ECS teams across APJ, EMEA, and North America as part of the ECS Outage Response initiative.

Required Skills & Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or IT Management.

• 12+ years of experience in SAP NetWeaver (ABAP & Java) administration or non-NetWeaver operations, preferably in Level 3 or higher support roles.

• Strong working knowledge of Linux and Windows OS, and databases including HANA and Sybase ASE.

• Experience with non-NetWeaver technologies such as:

  • SAP BOBJ

  • SAP Cloud Connector

  • Convergent Charging

  • OpenText

  • Kubernetes / SAP Gardener

  • HANA XSA

• Familiarity with agile project management frameworks (e.g., SCRUM, Kanban).

• Skilled in technical documentation and knowledge transfer.

• Strong analytical thinking and experience in problem/root cause analysis.

• Excellent communication and stakeholder engagement skills; ability to interface up to senior management levels.

• Strong customer service orientation and collaborative mindset in a globally distributed, dynamic environment.

• Fluent in English (functional proficiency required due to international interactions).

Work Environment & Team:

You will be a key member of the Applications Technical Area within the ECS organization. This team serves as the technical backbone of ECS by interfacing with product support and engineering teams, contributing to monitoring enhancements, access management strategies, release guidelines, and more. Your contributions will directly improve customer satisfaction and reduce system outages.

Why Join SAP?

• Be part of a world leader in enterprise software and cloud services, serving 400,000+ customers globally.

• Thrive in a culture that values inclusion, flexibility, and professional development.

• Work with a collaborative global team and benefit from structured learning, recognition, and long-term career growth.

• Access top-tier employee benefits and competitive compensation packages, with a strong commitment to pay equity and transparency.

Salary & Benefits:

• Annual Compensation Range: CAD 156000 – 265100
  (Equivalent Monthly Salary: CAD 13000 – 22091)

• Includes base salary + performance-based incentives