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Cloud Operations Specialist
hace 2 meses
About the Role
We are seeking a highly skilled Cloud Operations Specialist to join our team at SAP. 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 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
- 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's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
Equal Employment Opportunity
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
