SAP Cloud Basis Operations Specialist 

Mexico, Nuevo León 

510628175

· 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

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

· 5+ years’ work experience in Infrastructure and Basis administration

· 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 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