Job Description

Company Description

About the Role

Join our team as a Cloud Operations & AI Engineer, where you'll play a vital role in reshaping cloud operations. This position offers the chance to work within our 24/7 Database Cloud Operations team, focusing on monitoring and incident response, while also diving into the development of AI agents that will enhance and automate these processes. If you have a strong understanding of operational demands and are eager to contribute building reliable solutions that make a difference, we’d like to hear from you.

Тhis role requires 24/7 rotating shifts, including weekends and nights. Тhe role is maternity replacement for 1 + 1 years

What You Will Do:

Cloud Operations

• Monitor SAP cloud solutions and drive immediate response to service disruptions and degradations
• Contribute to escalations and drive technical troubleshooting in bridge calls with affected Lines of Business until service is restored
• Monitor the execution of maintenance activities and uphold SLA and team KPIs
• Participate actively in post-incident analysis
• Contribute to continuous process improvement

AI Engineering

• Contribute for designing LLM-driven agents based on skill-routing patterns
• Curate and evolve a skill library — self-contained skill definitions with clearly declared tool bindings, trust levels, and confirmation checkpoints
• Wire agents into production systems: ServiceNow, alerting pipelines, APIs, and internal knowledge sources
• Contribute to shared agent memory and feedback loops that lift skill quality over time
• Package, deploy, and operate agents on SAP environments.
• Perform rigorous agent testing — including decision-quality assessments, not just task-completion checks
• Embed input from operations team testing into agent workflows before implementation

What You Bring

Technical Skills

• Database administration skills (MySQL, transactional databases) and solid experience in Unix/Linux environments
• Strong knowledge in containers and Kubernetes fundamentals
• Experience with cloud platforms and hyperscalers (AWS, GCP, Azure), including cloud infrastructure and cloud-native services
• Knowledge and experience with LLM applications beyond prompt crafting — including tool invocation, structured output handling, and agent control loops
• Working familiarity with at least one agent framework
• Familiarity with monitoring solutions such as Grafana, Kibana, or Dynatrace
• Knowledge of ITIL/ITSM processes
• Advantageous
• Strong Knowledge of Python (primary language for agent work)
• Experience designing AI system evaluation and measurement frameworks
• Expertise in troubleshooting databases and large-scale distributed systems

Soft Skills & Mindset

• Excellent team player — self-motivated, proactive, and composed under pressure
• Customer-oriented with a desire to work in a fast-changing environment
• Production-safety focused: you recognize the failure modes that matter — hallucination, tool misuse, runaway loops, and trust boundary breaches
• You reason in terms of contracts: what an agent is authorized to do unattended, what it must propose for approval, and what it must never do
• Strong documentation habits — investigation documentation, agent designs, skill contracts, and the reasoning behind decisions
• Fluent in English, written and verbal

Meet the Team

• Cloud Service Management is a global organization with locations in Germany, Canada, India, China, and Bulgaria. In Sofia, we operate our One Operations Center — home to mission-critical cloud operations activities supporting some of SAP's critical products.
• You will join a team that works shoulder to shoulder with development units acrossHANA Cloud & Database Operations. We operate live SAP cloud solutions at scale — and we are actively building the AI-driven future of how that work gets done.

Additional Information

About SAP

With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives.

As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience.

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 complete your application, please send an email with your request to the Recruiting Operations Team: Careers@sap.com.

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 age, race, religion, national origin, ethnicity, gender (including pregnancy and childbirth), 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

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.