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We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? 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. Apply now!

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 SLAs

Deescalating 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

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 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

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. As a cloud company with 200 million users and more than 100,000 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, we build breakthroughs, together.

We win with inclusion

SAPs 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

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . Specific conditions may apply for roles in Vocational Training.

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.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 391451 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.