SAP Enterprise Cloud Services Delivery Expert

hace 4 horas


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

We are seeking an experienced Cloud Operations Specialist to join our SAP Enterprise Cloud Services (ECS) Delivery team. As a key member of our team, you will be responsible for ensuring the smooth operation of our cloud infrastructure and services, providing expert support to our customers, and driving continuous improvement initiatives to enhance our service delivery.

Key Responsibilities
  • Ensure day-to-day quality service delivery and define, track, and achieve various ambitious service KPIs and SLAs.
  • Provide technical expertise in providing expert support for all Linux OS/Windows and infrastructure customer issues.
  • Participate in major incident handling, troubleshooting service request failures, downtime extensions, and long-running ongoing incidents for a customer.
  • Quickly respond to escalations, take proactive steps to avoid escalations, identify, and drive initiatives to improve operation and stability for our customer systems, and drive initiatives to standardize and simplify server operations.
  • Analyze root causes of failures (if known) in achieving KPIs and define a corrective action plan with well-defined mitigation steps.
  • Coordinate and orchestrate work between various teams with strong collaboration with other units within and outside Enterprise Cloud Service units.
  • Bring in continuous improvement initiatives to address customer pain points and enhancements in service delivery.
  • Process improvement initiatives for daily operational activities.
  • Streamline standard operating procedures by focusing on automation enhancements.
  • Proactive operation services for the customer and service on-demand with timely alert reduction programs to all stakeholders involving the customer.
Requirements
  • Strong experience in the administration of our cloud platform based on Linux operating systems in Azure, AWS, and Google Cloud as well as in SAP data centers.
  • Practical experience with OS operation, upgrades, and security patching.
  • Networking experience with the suite of TCP/IP, IP routing, NAT, firewalls.
  • Experience with network services like DNS and LDAP and HTTP proxies.
  • Good understanding of IT security, OS hardening.
  • Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g., Ansible, CHEF).
  • Experience with server operations in large environments and in public clouds – Azure, AWS, GCP.
  • Experience in Problem Management, Root cause analysis methodologies.
What We Offer

We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer.



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