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Enterprise IT Support Specialist

hace 1 semana

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

About SAP

SAP is a global leader in enterprise software, enabling businesses to run better by providing end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

With over 400,000 customers worldwide, we strive to help organizations connect global industries, people, or platforms, ensuring every challenge gets the solution it deserves. Our cloud-based solutions empower businesses to unlock their full potential and drive innovation.

Job Summary

This is an exciting opportunity for an experienced Operations Specialist to join our team. As an Operations Specialist, you will be responsible for ensuring day-to-day quality service delivery, defining and tracking various service KPIs and SLAs, de-escalating running escalations, and driving projects and programs.

Key Responsibilities

Your key responsibilities will include:

  • Ensuring day-to-day quality service delivery
  • Defining and tracking various service KPIs and SLAs
  • De-escalating running escalations
  • Working towards automating various day-to-day operational tasks
  • Planning, setup, implementation, and operation of SAP technologies achieving ambitious SLAs
  • Handling on-call duties
  • Process improvement on daily operational activities
  • Driving projects and programs
  • Coordinating and orchestrating work between teams

Requirements

To succeed in this role, you will need:

  • 10+ years of work experience in Infrastructure and Basis administration
  • 10+ years of experience in service delivery in global teams
  • Experience in handling the Managed Service Delivery model
  • Managing operations and a 24/7 delivery unit
  • Understanding and working experience in SLA/KPI tracking
  • Familiarity with ITIL concepts of Service Management and Root Cause Analysis
  • Understanding of hyperscaler 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

About the Team

You will be part of a collaborative and dynamic team of 25 people spread across Mexico and India. Our team values diversity, inclusion, and continuous learning, offering a range of benefits to support your growth and well-being.

Benefits

SAP offers a comprehensive range of benefits to support your physical, emotional, and financial well-being, including flexible working models, health insurance, retirement plans, and employee assistance programs.