SAP SAP Basis Services Senior Specialist 

Mexico, Nuevo León 

106065362

Expectations and Tasks

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 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

Preferred skills

• 10+ years’ work experience in Infrastructure and Basis administration
• 10+ 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

About the Team

• Current team size of 25 people
• Global team spread across Mexico and India
• Diverse and different level of expertise in the team
• Combination of Technical and Operational delivery experts

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