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We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**#SAPECSCareers****Hybrid Role- Requires Office Days in Mexico City or Monterrey****Summary**SAP Enterprise Cloud Service is a public and private cloud managed services provider.
Within ECS Technical Operations Basis technology unit is responsible for 24x7 Application support and services along with adopting the newer technology and automation to ease the day-to-day operations**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**- 10+ years' work experience in Infrastructure and Basis administration- 10+ 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**About the Team**- 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**Bring out your best****We win with inclusion**SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best