Cloud Operations Specialist

hace 1 día

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 the smooth delivery of our cloud-based services.

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 to achieve ambitious SLAs
  • Handle on-call 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 managed service delivery models
  • Managing operations and 24/7 delivery units
  • Understanding and working experience in SLA/KPI tracking
  • Familiarity with ITIL concepts of service management and root cause analysis
  • Understanding of hyperscalers concepts
  • Working experience in global teams 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 purpose to help every business run as an intelligent, connected enterprise. 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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