.We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.Hybrid Role - Requires Office Days in Mexico City or MonterreySummarySAP Enterprise Cloud Service is a public and private cloud managed services provider. Within ECS Technical Operations, the Basis technology unit is responsible for 24x7 application support and services along with adopting newer technology and automation to ease day-to-day operations.Expectations and TasksAs Operations Specialist, you are responsible for:Ensuring day-to-day quality service deliveryDefining and tracking various service KPIs and SLAsDe-escalating running escalationsWorking towards automating various day-to-day operational tasksPlanning, setup, implementation, and operation of SAP technologies achieving ambitious SLAsHandling on-call dutyProcess improvement on daily operational activitiesDriving projects and programsCoordinating and orchestrating work between teamsStrong collaboration with other units within and outside ECSPreferred Skills10+ years' work experience in Infrastructure and Basis administration10+ years' experience in service delivery in global teamsExperience in handling the Managed Service Delivery modelManaging operations and 24/7 delivery unitUnderstanding and working experience in SLA/KPI trackingFamiliarity with ITIL concepts of Service Management and Root Cause AnalysisUnderstanding of hyperscaler conceptsWorking experience in a global team with 24/7 supportDe-escalation experience on IT incidents and requestsManagement of multiple activities requiring cross-team coordinationNice to HaveITIL CertificationProject management experienceExecutive reporting experienceAble to communicate successfully at different levels of the organizationAbout the TeamCurrent team size of 25 peopleGlobal team spread across Mexico and IndiaDiverse levels of expertise in the teamCombination of technical and operational delivery expertsBring Out Your BestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insights 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development