SAP Cloud Operations Lead 

India, Karnataka, Bengaluru 

605490984

The goal is to ensure a faster incident validation and escalation management.

WHAT YOU'LL DO

Operations Management: Manage the outsourced supplier and ensure the governance is established and monitored regularly on the agreed Scope of Services for first level support of Cloud Infrastructure and Applications (like, ISBN, Customer Experience..), key LoB specific requirements are met by providing the stable and reliable services through SLA’s, Knowledge Management, Escalation Management & Customer Service Excellence.

Tooling & Automation Enablement: You will also assist in the development of incident handling processes, standard operating procedures, playbooks and runbooks. Through developing workflow automation, you will lower response times.Additionally, you will deploy Artificial Intelligence (LLMs) that support our ChatBots to answer to our internal stakeholders to improve customer experience.

Has broad knowledge of content/products in market/industry/functional area and is able to adapt new changes/practices in the following areas:

• Advanced understanding of Cyber Security
• Knowledge of Project management principles
• ITIL methodology
• Ability to manage Customer Escalations
• Knowledge of workflow automation
• IT Tools, Methods & Processes
• Vendor Management
• Network & Security best practices
• Reporting & Analytics Capabilities
• Process mining & automation
• Large Language Models
• Anomaly Detection
• Knowledge on SAP Cloud Service Offerings

• Customer Focus
• Business Acumen
• Innovative Thinking
• Self-Development
• Communication

• Influencer

WHAT YOU BRING

Master Degree in Systems Engineering, Computer Science, Technical Engineering,

NATURE AND SCOPE OF POSITION

This position usually works independently with minimal supervision. There is no signing authority and the Head of Operations Center verifies expenses and all invoices. The position reports directly to the Head of Operations Center.

SUPERVISORY RESPONSIBILITIES

Project and site lead responsibilities are assumed at this level for virtual teams.

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