.We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. We focus every day on building the foundation for tomorrow, creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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. Apply now! #SAPECSCareers 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 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 De-escalating running escalations Working towards automating various day-to-day operational tasks Planning, setup, implementation, and operation of SAP technologies achieving ambitious SLA Handling on-call duty Process improvement on daily operational activities Driving projects and programs Coordinating and orchestrating work between 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 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 build breakthroughs together SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. 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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities