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Cloud Operations Expert
hace 2 meses
Empowering Global Operations
At SAP, we are dedicated to fostering an environment that promotes innovation and collaboration. Our culture is built on the principles of inclusivity, flexibility, and a commitment to shaping the future of work. We provide a supportive team atmosphere that emphasizes continuous learning, acknowledges individual achievements, and offers a diverse range of benefits tailored to your needs.
TEAM OVERVIEW
· Comprising a skilled team of 25 professionals
· International presence with members in Mexico and India
· A mix of diverse expertise and backgrounds
· Specialists in both Technical and Operational service delivery
KEY RESPONSIBILITIES
As a Cloud Operations Specialist, your primary responsibilities will include:
· Ensuring high-quality service delivery on a daily basis
· Establishing and monitoring various service KPIs and SLAs
· Managing and resolving ongoing escalations
· Streamlining and automating routine operational tasks
· Planning, configuring, implementing, and maintaining SAP technologies to meet ambitious SLAs
· Participating in on-call duties as required
· Enhancing processes for daily operational activities
· Leading projects and programs effectively
· Coordinating and facilitating collaboration across teams
· Fostering strong partnerships with other units within and outside of ECS
REQUIRED QUALIFICATIONS
· Over 5 years of experience in Infrastructure and Basis administration
· More than 5 years of experience in global service delivery
· Proficiency in managing the Managed Service Delivery model
· Experience overseeing operations and a 24/7 service unit
· Knowledge and practical experience in SLA/KPI tracking
· Familiarity with ITIL principles of Service Management and Root Cause Analysis
· Understanding of hyperscaler concepts
· Experience working in a global team with 24/7 support capabilities
· Skills in de-escalating IT incidents and requests
· Ability to manage multiple tasks requiring cross-team coordination
PREFERRED QUALIFICATIONS
· ITIL Certification is advantageous
· Experience in project management
· Background in executive reporting
· Strong communication skills across various organizational levels
