Critical Incident Manager

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 development center of SAP in Bulgaria plays a key role in the defining and developing of the SAP Business Technology Platform. With its more than 2000 professionals, SAP Labs Bulgaria also has strong contributions toward life-cycle management, user interface & user experience across the broader portfolio of SAP products and business applications. Most recently, SAP Labs Bulgaria expanded in the topics of artificial intelligence and cybersecurity. For its 25-year history, the company has established itself as a preferred employer in the IT sector in Bulgaria.

We are looking for an experienced Critical Incident Manager to join our Cloud Engineering team responsible for 24×7 Incident Management of SAP Business Technology Platform. The platform services and landscapes are rapidly growing. All of them are offering a big horizon of features to SAP customers, developed on top of Amazon/Google Cloud Platform/Microsoft Azure/SAP as infrastructure. Therefore, our ideal candidate is one who possesses solid experience of ITIL process knowledge, underpinned by at least 3 years of experience in software development or operations. We value a problem-solving attitude, which is crucial for effectively navigating and mitigating complex incidents that may profoundly impact our work.

We are seeking someone with a strong willingness to learn new technologies and be prepared to face diverse critical scenarios each day. The ability to adapt and innovate in a rapidly changing technical environment is a key driver of success in this role.

What you’ll do?

Perform Critical Incident Management and ensure customer SLAs.
Drive and moderate resolution of issues relating to our business-critical services.
Responsible for customer communication during critical incidents.
Establish bridge calls to facilitate incident management.
Engage in software performance analysis and continuous service improvement.
Conduct periodic weekend on-call duties using a follow-the-sun model.

What we are looking for?

BSc degree in Computer Science/Project Management or related field.
3+ years of experience in operations/software development/project management roles.
Stellar communication skills – precise, based on facts.
ITIL knowledge & experience in Incident Management
Affinity to quickly analyze and drive resolution of problems in a worldwide team setup.
Working efficiently in emergency situations.
Problem solving & decision-making attitude.
Fluency in English.

We would strongly appreciate if you are having some of these:

ITIL foundation certificate or more ITIL certificates up to Expert level.
Technical background – knowledge in any scripting language (e.g. Python, Java, Java script, Shell scripting).
Understanding of modern cloud/web architectures.
DevOps/SRE experience

Meet your team:

Our Cloud Engineering team, follow-the-sun, with locations in Bengaluru, Sofia, Walldorf, Berlin and Vancouver responsible for cloud operations of all SAP Business Technology Platform cloud services delivered to our internal and external customers. We ensure the 7/24 system monitoring, incident management, drive improvements via our problem management process, create transparency via our reports, meetings and communication channels and support development teams with coordination on change management and cloud operation compliance topics. This role is for someone eager to use their skills and experience to make a significant impact in a dynamic, innovative environment. You’re not just applying to a job, but embarking on a career journey where each day presents a new challenge. If this sounds like you, we would be thrilled to receive your application.

Bring out your best

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.

We win with inclusion

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: [email protected].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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