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 Job Segment: SAP, ABAP, CRM, ERP, Operations Manager, Technology, Operations