SAP CRM Developer & Operations Engineer

## Job Summary

We are looking for SAP CRM Developer & Operations Engineer(5-8 years exp) who combines strong hands-on development expertise with a sharp production operations mindset. In this role you will:
•    Design, develop, modify, debug, and evaluate complex SAP CRM solutions across functional areas
•    Own end-to-end delivery of development initiatives — from requirements and technical design through coding, testing, and deployment
•    Analyze existing programs; formulate logic for new systems; prepare flowcharts, technical specs, and obtain documentation approvals
•    Develop conversion strategies, system implementation plans, and cutover runbooks
•    Concurrently support and operate business-critical SAP CRM production systems — managing incidents, maintaining SLAs, and driving high customer satisfaction
•    Recommend and drive improvements in development standards, operational practices, and system architecture
•    Train users in system conversion, implementation, and adoption of new capabilities
•    Actively contribute to AI/ML enablement within SAP CRM — including LLM integrations, MCP server development, AIOps
•    Operate with a high degree of autonomy on complex, unstructured problems — serving as a proactive subject matter expert bridging development and operations

## Job Requirements

- SAP CRM Development:
5+ years of hands-on ABAP and ABAP on HANA development experience
- Deep functional knowledge of SAP CRM — Case Management, RMA/Service Orders
- Strong ABAP on HANA skills: CDS Views, AMDP, code push-down approach; HANA data modeling (Calculation Views, HANA procedures) is a plus
- Experience in SAP PI/PO
- SAP Gateway / OData service development experience

Integration & Middleware:

- Proven experience integrating SAP CRM with enterprise platforms including Identity Management, BI & Analytics and third-party systems
- Hands-on experience with RFC/BAPI, IDoc, SOAP/REST Web Services
- Experience with SAP PO (Process Orchestrator) for interface development, monitoring, and error reprocessing is a plus

Production Operations & Ticket Management:

- Proven experience supporting business-critical production SAP CRM systems with focus on SLA adherence and customer satisfaction
- Ability to own and resolve tickets across all priority levels (P1–P4) — break-fix, data issues, integration failures, and performance problems
- Experience conducting Root Cause Analysis (RCA) and delivering permanent fixes
- Proactively monitors system health — batch jobs, interface queues, workflows, and HANA performance
- Contributes to change management — raising, reviewing, and executing production changes following CAB approvals

AI / ML Integration:

- Hands-on experience integrating LLM APIs
- Experience building MCP (Model Context Protocol) servers exposing SAP CRM entities — Cases, RMAs, Customer data — as AI-consumable tools and resources
- Experience with AIOps techniques — intelligent ticket triage, incident pattern recognition, and LLM-assisted root cause analysis
- Applies Responsible AI practices: PII masking, hallucination guardrails, and AI interaction audit logging

Soft Skills & Ways of Working:

- Works collaboratively across programmer/analysts, functional consultants, architects, and cross-functional peers
- Tackles unstructured, complex problems independently — applies new perspectives and creative approaches
- Demonstrates sound judgment: identifies issues in advance and proposes scalable, permanent solutions
- Proactive subject matter expert

## Education

Bachelor's/Masters degree with 5–8 years of relevant SAP CRM experience