SAP Technology Services Senior Specialist - Subject Matter Expert 

Mexico, Nuevo León 

355345733

What you`ll do

As an Enhanced Operations Service Specialist - you are responsible for:

• Ensuring Day to Day quality service delivery and defining, tracking, and achieving various ambitious service KPI and SLA’s.
• Technically skilled in providing expert support for all Linux OS/Windows and Infra customer issues.
• Participate in Major incident handling, troubleshooting service request failures, downtime extensions, long running ongoing incidents for a customer.
• Quick responses during escalations, take proactive steps to avoid escalations, identifying and driving initiatives to improve the operation and stability for our customer system and Driving initiatives to standardize and simplify server operations.
• Root Cause Analysis for Service requests failures/outages, performance issues – continuous improvement methodologies
• Analyse root causes of the failures (if known) in achieving the KPIS and define a corrective action plan, with well-defined mitigation steps.
• Coordinate and orchestrate the work between the various teams with Strong collaboration with other units within and outside Enterprise Cloud Service units.
• Bring in Continuous Improvement Initiatives, to address customer pain points and enhancements in the Service Delivery
• Process improvement initiatives for daily operational activities
• Streamline standard operating procedures by focussing on automation enhancements.
• Proactive Operation services for the customer and service on-demand with timely alert reduction program to all the stakeholders involving the customer.

What you'll bring

• Strong experience in the administration of our cloud platform based on Linux operating systems in Azure, AWS and Google Cloud as well as in SAP data centres. Pacemaker administration knowledge would give an edge over others.
• Practical experience with OS operation, upgrades and security patching
• Networking experience with the suite of TCP/IP, IP routing, NAT, firewalls
• Experience with network services like DNS and LDAP and HTTP proxies
• Good understanding of IT security, OS hardening
• Experience in script programming (e.g., Shell, Perl, Python, Go, etc.) and with server automation tools (e.g. Ansible, CHEF)
• Experience with server operations in large environments and in public clouds – Azure, AWS, GCP.
• Experience in Problem Management, Root cause analysis methodologies

Education and Qualifications:

• 8+ years of related professional experience
• Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Technologies Management.
• Cloud knowledge (e.g., experience of working in Public Cloud Domains like Microsoft Azure, AWS and GCP) Expert Linux Administrator
• Expert in at least one of the public cloud administrations – Azure, AWS, GCP
• Capacity to continuously acquire new knowledge in an independent and proactive way.
• Good analytical and solution-oriented thinking
• Very good communication and networking skills
• Experience of safeguarding customer relationship.
• Strong customer service focus
• Very good English language skills
• May be required to work on weekends, off-hours - flexibility is a must

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