IT Technology Services Senior Specialist

Operations Delivery Specialist

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

As Operations specialist you are responsible for:

• 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 on-call 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

What you bring:

• 9+ years work experience in Basis administration
• 2+ years experience in HANA database technical support
• 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, Change 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

About the team:

• 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 expert