Cloud Basis Operations Senior Specialist

3 days ago


Toronto, Ontario, Canada SAP Full time
About SAP

SAP is a leading enterprise software company that helps organizations run better by providing innovative solutions for their business needs.

Job Overview

We are seeking an experienced Operations Specialist to join our team in Toronto, ON. The successful candidate will be responsible for ensuring day-to-day quality service delivery, defining and tracking various service KPIs and SLAs, de-escalating running escalations, and working towards automating various day-to-day operational tasks.

Key Responsibilities
  • Ensure Day-to-Day Quality Service Delivery: The ideal candidate will be responsible for delivering high-quality services to our customers, ensuring that all operations run smoothly and efficiently.
  • Define and Track Various Service KPIs and SLAs: We need someone who can define and track key performance indicators (KPIs) and service level agreements (SLAs) to ensure that our services meet the highest standards.
  • De-Escalate Running Escalations: As an Operations Specialist, you will be responsible for de-escalating running escalations and resolving issues in a timely manner.
  • Automate Day-to-Day Operational Tasks: We are looking for someone who can automate various day-to-day operational tasks to improve efficiency and productivity.
Requirements

To be successful in this role, you will need:

  • 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
Preferred Qualifications
  • ITIL Certification
  • Project management experience
  • Executive reporting experience
  • Able to communicate successfully at different levels of the organization
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 worldwide in a 24x7 operations model.

Benefits

As an Operations Specialist at SAP, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also enjoy a competitive salary package, including benefits such as medical, dental, and vision coverage, as well as opportunities for professional growth and development.



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