4 hours

CloudOps Escalation Manager Job

San Francisco, CA
  • Job Code
CloudOps Escalation Manager Job

CloudOps Escalation Manager Job

Date: May 24, 2018

City: San Francisco, CA, US

Company: SAP

Requisition ID: 181595
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Management
Employment Type: Regular Full Time



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


HCM SDO is responsible for operating SAP’s HCM Cloud Products. Team needs to ensure the various productive landscapes are running well for all customers globally. We are seeking a Cloud Ops Escalation Manager (MOD) who is able to work in a fast paced, high demand environment, who will focus on our HCM suite of software delivery, with a focus on Operations as a part of the software solution. Like traditional Operations, our goal is to ensure critical systems continue to run, perform well and scale against an ever-increasing demand. Unlike traditional Operations, you will have visibility into all tiers of the service, from code to application lifecycle to infrastructure.



What makes this position unique is the need for an incredibly strong technical background, combined with leadership abilities with a history of problem solving and driving down time to resolution on service impacting events. Your mission will be to proactively own high severity escalations, lead the technical engagement and restore operational state to service as in a minimal amount of time. We want people who love to solve problems!


You will have not only the freedom but the directive own the issue and control of the resources necessary to resolve the issue. You will also be a core driver in identifying gaps as well as defining, driving and updating escalation methodologies used. Everything you work on is geared to the big picture of Software as a Service availability. You are semi-autonomous of the other Engineering and Delivery teams, so your role is to provide an independent eye and perspective on what we deliver with a focus on availability, performance and risk.  You will be required to work cross organizationally, with responsible teams, to drive and achieve these goals.


Technologies engaged will include but are not limited to: Java based applications, .NET based applications, network and storage, compute, database, and various monitoring solutions.


As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals.


You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.

Key Tasks:

  • Manage daily Operations tasks 24/7
  • Lead a team of senior engineers
  • Drive escalations and root cause analysis and provide solutions for complex incidents
  • Encourage and drive innovative thinking to solve complex problems
  • Drive solutions for major escalations in complex environments in cooperation with development/support
  • Take leadership on critical issues that impact the service and availability of the application
  • Identify areas of issue, concern or weakness and work cross functionally to deliver solutions to improve the availability, scalability, performance and efficiency of SAP SuccessFactors’ service.
  • Work with DevOps, Development and Delivery to capture and drive root cause remediation data and requirements.
  • Be an advocate for continuous improvement of service and design
  • Mentor developing talents and engineers


Additional Tasks:

  • Support the management and staff
  • Act as a management escalation point for staff and issues
  • Performs management rotation support of critical incidents, upgrades and patches
  • Drive solutions, deliver on project goals and ensure SLAs are met
  • Lead internal projects, extended cross LoB activities/communication



  • Experience in leading virtual teams cross-border
  • Experience in decision making within own area of responsibility / project
  • 5+ years’ experience with the following:
  • Familiarity with SaaS or Software Cloud architecture, including web services and application services (deployment, scalability, monitoring)
  • Understanding of infrastructure and networking methodologies and practices including but not limited to TCP/IP, UDP, ICMP, etc.
  • Understanding of Enterprise / Service Provider Data Center Architecture (high density servers, backbone routers/switches, load balancers, SAN/NAS)
  • Understanding of IT security principles and disaster recovery
  • Experience on any of the Java enterprise application servers Tomcats / JBoss / weblogic / websphere / Glassfish
  • Enterprise database technology – HANA/Oracle
  • Linux Administration and Support
  • Java Application triage
  • Scripting (shell, bash, perl, etc.)


This position is based in San Francisco, CA or Reston VA.



Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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. (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
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San Francisco, CA

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