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