SAP CPI Support Engineer

Key Responsibilities

• Provide development and production support for SAP CPI / SAP BTP Integration Suite interfaces.
• Monitor integration flows and proactively identify interface failures, performance issues, and system errors.
• Troubleshoot and resolve integration failures and perform root cause analysis.
• Monitor application performance and integration processes across global environments.
• Handle system outages, incidents, and service requests in accordance with defined SLAs.
• Monitor and follow up on open ServiceNow incidents and notifications.
• Monitor shared mailboxes and respond to user-requested actions within agreed timelines.
• Provide technical support to customers through global hotline/phone support.
• Collaborate with offshore monitoring analysts and technical/process teams to resolve integration issues.
• Communicate and report key performance indicators (KPIs) based on established SLAs.
• Follow documented escalation procedures for critical incidents and production issues.
• Support planned system maintenance activities during working hours and weekends.
• Provide on-call support during scheduled weekly offs as part of the 24×7 support model.
• Coordinate with global teams across Asia Pacific, UK, and US time zones.
• Clearly communicate technical issues, impact, and resolution status to both technical and non-technical stakeholders.

• Strong hands-on experience in SAP CPI / SAP BTP Integration Suite.
• Knowledge of SAP API Management.
• Experience with integration technologies and protocols including:
• XML
• JSON
• REST
• SOAP
• OData
• Good knowledge of Groovy and/or JavaScript for SAP CPI development and troubleshooting.
• Understanding of common integration patterns and interface design.
• Experience in interface monitoring, troubleshooting, and production support.
• Good understanding of SAP integration architecture and support processes.
• Experience working with ServiceNow for incident and notification management.

• 1+ year of experience in SAP PO (Process Orchestration) development/support.
• Experience with SAP PO Single Stack environments.
• Exposure to global SAP integration support operations.
• Experience working with offshore/global teams in a follow-the-sun support model.

• Approximately 4 years of experience in SAP CPI development and/or support.
• Strong troubleshooting and problem-solving skills.
• Good understanding of production support and SLA-driven environments.
• Excellent English communication skills, both written and verbal.
• Ability to explain technical issues clearly to non-technical stakeholders.
• Comfortable interacting with offshore and cross-functional teams.