Cloud Operations Manager

hace 1 semana


Xico, México Sap Se A tiempo completo

SAP SE is a leading provider of enterprise software solutions, and as a Cloud Basis Operations Specialist, you will play a critical role in ensuring the smooth operation of our cloud-based services.

The estimated salary for this position ranges from $90,000 to $150,000 per year, depending on location and experience. As a key member of our team, you will be responsible for delivering high-quality service to our customers, managing day-to-day operations, and driving process improvements.

Job Overview:

We are seeking an experienced professional with 5+ years of infrastructure and basis administration experience, as well as 5+ years of experience in service delivery in global teams. You should have a strong understanding of SLA/KPI tracking, ITIL concepts, and hyperscalers.

About the Role:

This full-time opportunity offers a highly collaborative team environment, with opportunities for professional growth and development. You will work closely with cross-functional teams to deliver exceptional results and drive business outcomes. We offer a range of benefits, including flexible working models, health and wellness programs, and career development opportunities.

Responsibilities:

  1. Ensure day-to-day quality service delivery
  2. Define and track various service KPI and SLA's
  3. Deescalate running escalations
  4. Work towards automating various day-to-day operational tasks
  5. Plan, set up, implement, and operate SAP technologies achieving ambitious SLA
  6. Handle OnCall duty
  7. Process improvement on daily operational activities
  8. Drive projects and programs
  9. Coordinate and orchestrate work between teams

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


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