Senior Site Reliability Engineer (Escalation / De-Escalation Engineer)

SAP America   •  

Pittsburgh, PA

Industry: Enterprise Technology


5 - 7 years

Posted 37 days ago


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.

We are looking for a Senior Service/Site Reliability Engineer (Escalation/De-Escalation Engineer) focusing on both soft and physical layers of our global operations. We are looking for an engineer who will focus on our Cloud Platform service delivery, with a focus on Operations as a part of the platform solution and how it relates to a catalogue of Cloud delivered software products. Like traditional Operations, our goal is to ensure critical systems continue to run, perform well and scale for an ever-increasing demand. Unlike traditional Operations, you will have visibility into all tiers of the service, from infrastructure to application lifecycle to code.

You will have not only the freedom but the directive to 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 Cloud Platform Service availability. You are semi-autonomous of the other Engineering, Infrastructure 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.

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!


  • Take leadership and drive technical escalations to resolution to ensure maximum availability and performance
  • Identify areas of issue, concern or weakness and push to deliver solutions to improve the availability, scalability, performance, and efficiency of SAP Global Cloud Services solutions
  • Encourage and drive innovative thinking to solve complex problems for major escalations in complex environments, in cooperation with development, infrastructure and operations
  • Be an advocate for continuous improvement of service, tooling, and design
  • Mentor developing talents and engineers


  • Bachelors or Masters Degree in Computer Science or a related technical field – or equivalent applied experience.
  • 5+ years experience with networking, storage, computer and other infrastructure platforms, data structures, technical analysis (code or infrastructure) and/or software design
  • Knowledgeable in (with one area of expertise) programmatic language development, SaaS, PaaS, Software Cloud architecture, database technology, large-scale distributed systems, networking.
  • Solid Understanding of Enterprise / Service Provider Data Center Architecture (high density servers, backbone routers/switches, load balancers, SAN/NAS), IT security principles and disaster recovery,
  • Strong familiarity Enterprise class Fault Monitoring and Performance Management tools
  • Industry Technical Certifications (CCNA, CCNP, OCA, RHCE, etc.) and ITIL related courseware, a plus
  • Position is also open to the following locations: Reston, VA , Newtown Square, PA , and Palo Alto, CA – Candidates local to these areas preferred.