Senior Cloud Operations Specialist - ECS Technical Operations

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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.

Summary

SAP Enterprise Cloud Service is a public and private cloud managed services provider. Within ECS Technical Operations unit is responsible for 24x7 Application support and services along with adopting the newer technology and automation to ease the day-to-day operations

EXPECTATIONS AND TASKS

As Operations specialist you are responsible for:

• Drive the programs and initiatives to improve the KPI/SLA’s
• Handle service escalations. 
• Build action plans and make operational decisions on policies, tactics, and critical talent to the function's business success, to ensure strategic delivery.
• Drive and deliver team’s established annual goals and develop frameworks to ensure critical key performance indicators for the team are met.
• Build strategic partnerships with key decision makers in customer & partner organization.
• 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
• Able to coordinate and orchestrate the work between the teams.
• Strong collaboration with other units within and outside ECS units
• Knowledge of workflow automation
• IT Tools, Methods & Processes
• Vendor Management
• Reporting & Analytics Capabilities

Preferred skills

• 13+ year work experience in Infrastructure and Automation
• 5+ years’ experience in service delivery in global teams
• 2+ year experience in Server management and SAP Applications
• Experience in handling the Managed Service Delivery model.
• Managing the operations and 24/7 delivery unit
• Understanding and working experience in SLA/KPI’s
• Familiar with ITIL concepts of Service Management, Change Management and Root Cause Analysis
• Understanding of hyperscalers concepts
• De-escalation experience on IT incidents and requests
• Driving the large programs and initiative to achieve the strategic goals.

 Good to have.

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

ABOUT THE TEAM

• Current team size of 40 people
• Global team spread across India, Germany and Mexico
• Diverse and different level of expertise in the team
• Combination of Technical and Operational delivery experts

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​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 412945  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.