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Senior Technical Service Manager - ECS EMEA North - SAP
Software Engineer
Lead technical service delivery for SAP’s ECS platform across EMEA North, driving cloud operations, incident management, and continuous improvement using AWS, Azure, Kubernetes, and DevOps practices.
About the role
Key Responsibilities
- Oversee end‑to‑end service delivery for ECS customers, ensuring high availability and performance across AWS and Azure environments.
- Lead incident and problem management, coordinating cross‑functional teams to resolve escalations and implement root‑cause solutions.
- Drive continuous improvement initiatives, leveraging DevOps and automation to reduce MTTR and enhance service quality.
- Collaborate with product, engineering, and support teams to define service level objectives and improve operational processes.
- Manage and mentor a team of technical service engineers, fostering a culture of excellence and knowledge sharing.
Requirements
- 10+ years of experience in cloud service management, with deep expertise in ECS, AWS, Azure, and Kubernetes.
- Strong background in DevOps practices, automation, and incident response.
- Proven experience with ServiceNow, ITIL frameworks, and SLA management.
- Excellent communication skills and ability to influence stakeholders across multiple regions.
- Hands‑on technical skills and a track record of leading high‑performing teams in a global environment.
Skills
awsazurekubernetesservicenowitil