L1 Cloud Operations & Diagnostics Engineer (Green Cap – nABAP) performs proactive monitoring, rapid diagnostics, incident triage, and first-level remediation across SAP Cloud ERP non-ABAP applications and platforms. The role focuses on cloud operations, observability, service restoration, automation adoption, and operational excellence across SaaS, PaaS, and cloud-native environments
Graduate in IT, Computer Science, or related discipline. • Understanding of Cloud Computing concepts and AWS, Azure, or GCP services. • Knowledge of IaaS, virtualization, Kubernetes, and cloud networking concepts. • Understanding of SAP BTP and SAP SaaS applications. • Experience with monitoring, observability, performance monitoring, and service correlation concepts. • Knowledge of OpenTelemetry and modern observability practices. • Working knowledge of ServiceNow and ITIL Service Management. • Strong customer service, communication, analytical, and problem-solving skills. • Ability to work in a 24x7 support environment.
Role Overview The L1 Cloud Operations & Diagnostics Engineer (Green Cap – nABAP) performs proactive monitoring, rapid diagnostics, incident triage, and first-level remediation across SAP Cloud ERP non-ABAP applications and platforms. The role focuses on cloud operations, observability, service restoration, automation adoption, and operational excellence across SaaS, PaaS, and cloud-native environments. Key Responsibilities • Monitor SAP Cloud applications and services using Dynatrace, Catchpoint, NewRelic, Kibana, Prometheus, ThousandEyes, CloudWatch, Azure Monitor, and GCP Operations Suite. • Perform L1 diagnostics, incident triage, impact assessment, and remediation using approved operational runbooks. • Support SAP Cloud ERP Non-ABAP platforms including BTP, CPQ, CBC, MBC, SuccessFactors, Commerce Cloud, Ariba, Fieldglass, Concur, Enable Now, and Digital Manufacturing. • Analyze infrastructure, application, networking, and service-impact alerts using observability and correlation platforms. • Operate within ITIL processes utilizing ServiceNow for Incident, Problem, Change, and Request management. • Support Kubernetes, VMware, KVM, OpenStack, and public cloud environments. • Contribute to automation, alert optimization, knowledge management, and operational improvements. • Escalate complex issues with complete diagnostics and troubleshooting information. Required Skills and Qualifications • Graduate in IT, Computer Science, or related discipline. • Understanding of Cloud Computing concepts and AWS, Azure, or GCP services. • Knowledge of IaaS, virtualization, Kubernetes, and cloud networking concepts. • Understanding of SAP BTP and SAP SaaS applications. • Experience with monitoring, observability, performance monitoring, and service correlation concepts. • Knowledge of OpenTelemetry and modern observability practices. • Working knowledge of ServiceNow and ITIL Service Management. • Strong customer service, communication, analytical, and problem-solving skills. • Ability to work in a 24x7 support environment. Preferred Certifications • ITIL Foundation • CompTIA Cloud Essentials+ • AWS, Azure, or GCP Certifications • Cloud Operations / Monitoring Certifications Measurable Outcomes • Improve service restoration efficiency through proactive monitoring. • Reduce incident resolution time through effective diagnostics and remediation. • Increase operational automation and alert quality. • Maintain SLA compliance and customer satisfaction objectives
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