Cloud Operations Specialist

hace 1 semana


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

About the Role:

We are seeking a skilled Cloud Operations Specialist to join our team. As a Cloud Operations Specialist, 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.

Responsibilities and Tasks:

  • Ensuring Day to Day quality service delivery
  • Defining and tracking various service KPI and SLA's
  • Deescalating the running escalations
  • Working towards automating various day to day operational tasks
  • Planning, setup, implementation, and operation of SAP technologies achieving ambitious SLA
  • Handling the OnCall duty
  • Process improvement on the daily operational activities
  • Driving the projects and programs
  • Able to coordinate and orchestrate the work between the teams
  • Strong collaboration 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 the Managed Service Delivery model
  • Managing the 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

Nice to Have:

  • ITIL Certification
  • Project management experience
  • Executive reporting experience
  • Able to communicate successfully at different levels of the organization


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