SAP BTP Consultant/Support Engineer (1st & 2nd Level Support)

As a SAP BTP Consultant/Support Engineer, you will support the daily operation of our SAP Business Technology Platform (BTP) landscape and act as the primary contact for 1st and 2nd level support activities. You will ensure reliable platform operations, monitor integrations and applications, resolve incidents, and support business users as well as project teams.

The role focuses on operational excellence within SAP BTP services, with a strong emphasis on SAP Fiori, SAP Integration Suite, SAP Cloud ALM and platform monitoring. Working closely with architects, developers, and external partners, you will contribute to the stability, performance, and continuous improvement of our SAP landscape.

Tasks :

- Provide 1st and 2nd level support for SAP BTP services and applications.

- Manage and monitor BTP subaccounts, entitlements, and service instances across ABAP, Cloud Foundry and/or Kyma runtime environments.

- Monitor and troubleshoot Destination and Connectivity service configurations.

- Support authentication, authorization and single sign-on (SSO) related operations and troubleshooting.

- Analyze, troubleshoot, and resolve incidents and service requests.

- Coordinate issue resolution with development teams, SAP support, and external service providers.

- Maintain operational documentation, support procedures, and knowledge articles.

- Support release activities and operational handovers.

SAP Fiori Support :

- Monitor and support SAP Fiori applications and launchpad services.

- Maintain Fiori Launchpad content, including tiles, catalogs, Spaces and Pages.

- Analyze authorization, connectivity, and performance issues.

- Support end users in resolving functional and technical problems.

- Assist with testing and validation of new Fiori applications and releases.

SAP Integration Suite Operations :

- Monitor integration flows (iFlows) and interfaces within SAP Integration Suite (SAP BTP CI).

- Monitor and manage API artifacts, proxies, and policies within API Management.

- Analyze interface failures and perform root cause analysis.

- Support business and IT teams during issue resolution.

- Ensure reliable message processing and integration monitoring.

Monitoring & SAP Cloud ALM :

- Operate and maintain monitoring solutions using SAP Cloud ALM.

- Monitor system health, alerts, integrations, jobs, and business processes.

- Monitor end-user experience via Real User Monitoring/ synthetic checks.

- Perform proactive incident detection and escalation management.

- Support reporting and KPI tracking for platform operations.

User & Platform Support :

- Manage user requests related to access, authorizations, and platform services.

- Support onboarding activities for new applications and services.

- Assist in maintaining operating standards, templates, and operational guidelines.

- Contribute to continuous improvement initiatives within the BTP support organization.

Service Management & Operational Excellence :

- Track and manage incidents, service requests, and problem tickets.

- Ensure compliance with defined SLAs and operational procedures.

- Support root cause analysis and post-incident reviews.

- Contribute to operational documentation and knowledge management.

- Participate in release, maintenance and operational readiness activities.

Required Qualifications :

Technical Skills :

- Experience with SAP Business Technology Platform (BTP) operations and support.

- Monitoring and troubleshooting experience (BTP subaccounts, service instances, and entitlement/quota status) on ABAP, Cloud Foundry and/or Kyma runtime to support incident resolution.

- Good understanding of SAP Fiori applications and Launchpad services.

- Knowledge of Destination and Connectivity service configuration, including troubleshooting authentication, certificate, and connectivity issues.

- Knowledge of SAP Cloud ALM monitoring and alerting capabilities, including Real User Monitoring.

- Experience with SAP Integration Suite monitoring and troubleshooting.

- Basic understanding of SAP Identity Authentication Service (IAS), Identity Provisioning Service (IPS), role collections and SSO concepts.

- Familiarity with cloud operations, incident management, and IT service processes.

- Knowledge of hybrid SAP environments (SAP S/4HANA, cloud and on-premises integrations) is beneficial.

- Experience working within ITIL-based support processes including Incident, Problem and Change Management.

Education & Professional Experience :

- Bachelor's degree in computer science, Information Systems, Business Informatics, or a comparable field of study.

- 2 - 5 years of professional experience in SAP application support, SAP platform operations, system administration, or a comparable IT support role.

- Experience working with SAP solutions such as SAP BTP, SAP S/4HANA, SAP Fiori, or SAP Integration Suite.

- Proven experience in incident, problem, and service request management within an enterprise IT environment.

- Basic understanding of cloud technologies, integration scenarios, and monitoring concepts.

- Experience working with ticketing systems and IT service management processes (e.g. ITIL) is considered an advantage.

Personal & Professional Competencies :

- Strong customer and service orientation.

- Strong analytical and problem-solving skills.

- Structured, reliable, and solution-focused working style.

- Excellent communication and teamwork skills.

- Ability to work independently and manage multiple priorities.

- High motivation to learn and continuously develop SAP BTP expertise.

Language Requirements :

- Business-fluent English (written and spoken).

Nice to Have :

- Experience with SAP Cloud Transport Management.

- Basic knowledge of CI/CD and DevOps concepts.

- Exposure to SAP Identity Services (IAS/IPS).

- Experience supporting hybrid SAP landscapes and collaborating with SAP Basis and infrastructure teams on SAP Cloud Connector, network connectivity, and firewall-related incidents.

- SAP BTP or SAP Integration Suite certifications.

- Basic knowledge of CAP, Build Work Zone, Build apps, Build Process Automation, Event Mesh, or Workflow Management.

What We Offer :

- Opportunity to work in a modern SAP cloud environment.

- Exposure to innovative SAP BTP technologies and transformation programs.

- Collaboration with experienced SAP BTP architects and experts.

- Continuous learning and certification opportunities.

- Participation in strategic SAP transformation initiatives.