IT Technology Services Senior (cloud operations) Specialist (13+ years)

What you'll build

As Operations specialist you are responsible for:

• Drive the programs and initiatives to improve the KPI/SLA's
• Build action plans and make operational decisions on policies, tactics, and critical talent to the function's business success, to ensure strategic delivery
• Drive and deliver team's established annual goals and develop frameworks to ensure critical key performance indicators for the team are met.
• Track the single budget line
• Direct day-to-day decisions for the team
• Build action plans and make operational decisions on policies, tactics, and critical talent to the function's business success, to ensure strategic delivery.
• Build strategic partnerships with key decision makers in customer & partner organization.
• Working towards automating various day to day operational tasks
• Process improvement on the daily operational activities
• Able to coordinate and orchestrate the work between the teams.
• Strong collaboration with other units within and outside ECS units
• Reporting & Analytics Capabilities

What you bring :

• 13+ year work experience in Application and Automation
• 5+ years experience in service delivery in global teams
• 2+ years of experience in driving the AI solutions and adoption
• Experience in Managing/leading teams.
• Experience in handling the Managed Service Delivery model.
• Managing the operations and 24/7 delivery unit
• Understanding and working experience in SLA/KPI's
• Familiar with ITIL concepts of Service Management, Change Management and Root Cause Analysis
• De-escalation experience on IT incidents and requests
• Driving the large programs and initiative to achieve the strategic goals.

Where you belong :

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.