IT Technology Services Specialist
SAP
Operations Specialist
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
As Operations Specialist you will be responsible for:
- Ensuring quality service delivery for customer requests
- Planning, implementing and handling operations of new services
- Working towards automating day to day operational tasks
- Defining and tracking service KPI and SLA
- Deescalating the running escalations
- Handling the On-Call responsibilities
- Driving projects and programs to implement GCO strategical topics
- Coordinate and orchestrate work between multiple teams
- Collaborate with other units within and outside GCO
What you bring:
- 6+ years' work experience in Basis administration
- 2+ years' experience in HANA database technical support
- 2+ years' experience in service delivery in global teams
- Understanding of SaaS cloud operations and hyperscalers
- Experience in De-escalation of IT incidents and requests
- Familiar with ITIL concepts of Service Management, Change Management and Root Cause Analysis
- Understanding and working experience in SLA/KPI management
- Experience in handling the multiple customer support or managed service delivery model
- Managing the operations and 24/7 delivery unit
- 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
Where you belong:
SAP Global Cloud Operations(GCO) is a private cloud managed services provider. Within GCO, Private Cloud Operations - Service Area unit is responsible for 24x7 Application support and services, along with adopting newer technology and automation to ease the day-to-day operations. Current team size of 50 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