Cloud Operations Specialist

hace 2 semanas


San Pedro Garza García, Nuevo León, México SAP A tiempo completo
About the Role

We are seeking a highly skilled Cloud Basis Operations Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring day-to-day quality service delivery, defining and tracking various service KPIs and SLAs, and de-escalating running escalations.

Key Responsibilities
  • Ensure Day to Day quality service delivery
  • Define and track various service KPIs and SLAs
  • De-escalate running escalations
  • Work towards automating various day-to-day operational tasks
  • Plan, set up, implement, and operate SAP technologies achieving ambitious SLAs
  • Handle OnCall duty
  • Process improvement on daily operational activities
  • Drive projects and programs
  • Coordinate and orchestrate work between teams
  • Collaborate with other units within and outside ECS units
Requirements
  • 5+ years' work experience in Infrastructure and Basis administration
  • 5+ years' experience in service delivery in global teams
  • Experience in handling the Managed Service Delivery model
  • Managing operations and 24/7 delivery unit
  • Understanding and working experience in SLA/KPI tracking
  • Familiar with ITIL concepts of Service Management and Root Cause Analysis
  • Understanding of hyperscalers concepts
  • Working experience in a global team with 24/7 support
  • De-escalation experience on IT incidents and requests
  • Management of multiple activities requiring cross-team coordination
Preferred Skills
  • ITIL Certification
  • Project management experience
  • Executive reporting experience
  • Able to communicate successfully at different levels of the organization
About SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

We are a cloud company with 200 million users and more than 100,000 employees worldwide, driven by a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.

We believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.



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