SAP Cloud Basis Operations Senior Specialist 

Canada, Ontario, Toronto 

771629764

What you'll do:

As Operations specialist you are responsible for:

• Ensuring Day to Day quality service delivery
• Defining and tracking various service KPI and SLA’s
• De-escalating 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

What you'll bring:

• 10+ years’ work experience in Infrastructure and Basis administration
• 7+ 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

We win with inclusion

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.