SAP Cloud Operations Lead_ ITIL Expert 

India, Karnataka, Bengaluru 

42924217

PURPOSE AND OBJECTIVES

For our T&I Cloud Operations team in Bengaluru, we are looking for Cloud Operations Lead having ~10 - 12 years of experience

• Excellent understanding of ITIL processes
• 5+ years of experience working with ITIL processes, with demonstrated ability to implement and improve ITIL practices in an operational environment.
• 7+ years of experience in managing critical incidents, performing root cause analysis, and implementing corrective actions.
• 3-5 years of experience with automation tools
• Very good Project Management skills.
• Sound knowledge on SaaS as well as cloud hyper-scalers
• > 5 years of experience in leading and managing teams, including mentoring, performance management, and collaboration across teams.
• Strong customer focus, service minded, and experience in handling customer escalations
• Advanced analytical and problem-solving skills to challenge complexity with Live Site first / Customer oriented mindset.
• Drive situation analysis of incident situations
• Work independently with Team of engineers, across organizations
• Excellent communication skills both verbal and written, with the ability to work and contribute within globally distributed teams
• Work in designated shift towards LiveSite.

• Ensure high availability, scalability, and reliability of cloud services.
• Implement and maintain ITIL processes such as Incident, Problem, Change, and Configuration Management within the cloud operations environment.
• Ensure compliance with ITIL best practices and continuously improve these processes to enhance efficiency and service quality.
• Lead initiatives to automate repetitive tasks, deployments, monitoring, and other operational processes.
• Identify opportunities for cost optimization and performance improvement in cloud environments.
• Develop and enforce strategies to minimize downtime, ensuring high availability and resilience of cloud services.
• Manage incidents, ensuring rapid resolution and minimal impact on business operations.
• Conduct root cause analysis (RCA) for critical incidents and implement preventive measures.
• Manage and mentor a team of cloud engineers and operations staff, providing guidance and support.
• Foster a culture of continuous learning and improvement within the team.
• Collaborate with other IT and business units to align cloud operations with organizational goals.
• Drive continuous improvement initiatives to enhance operational efficiency, reduce costs, and improve service delivery.
• Monitor and analyze performance metrics, KPIs, and SLAs to identify areas for improvement.
• Implement feedback loops to incorporate lessons learned from incidents and operational activities.
• Stay abreast of the latest cloud technologies, trends, and best practices.

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