Cloud Basis Operations Senior Specialist

3 weeks ago

Toronto, Ontario, Canada SAP SE Full time
Cloud Basis Operations Senior Specialist

We help the world run better

At 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 focus every day on building the foundation for tomorrow and 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.

About the team:

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer's preferred infrastructure, including Hyperscalers. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

Our team consists of +25 talented professionals, working globally across Mexico and India. We pride ourselves on having a diverse team with different levels of expertise, combining technical and operational delivery experts to provide comprehensive solutions.

What you'll do:

- 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
- Executive reporting experience
- Able to communicate successfully at different levels of the organization

Bring out your best

SAP innovations help more than four hundred thousand 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. 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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

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. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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 Quebec.

Requisition ID: 417338 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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