Cloud Operations Lead

4 weeks ago

Bengaluru, Karnataka, India SAP Full time

About the Role

The Cloud Operations Lead is a key position within SAP's Cloud Service Management strategy. This role is responsible for managing the outsourced supplier and ensuring the governance is established and monitored regularly on the agreed Scope of Services for first level support of Cloud Infrastructure and Applications.

Key Responsibilities

  • Manage the outsourced supplier and ensure the governance is established and monitored regularly on the agreed Scope of Services for first level support of Cloud Infrastructure and Applications.
  • Develop and implement incident handling processes, standard operating procedures, playbooks, and runbooks.
  • Assist in the development of workflow automation to lower response times.
  • Deploy Artificial Intelligence (LLMs) to support our ChatBots and improve customer experience.

Requirements

  • Broad knowledge of content/products in market/industry/functional area and ability to adapt new changes/practices.
  • Advanced understanding of Cyber Security.
  • Knowledge of Project management principles.
  • ITIL methodology.
  • Ability to manage Customer Escalations.
  • Knowledge of workflow automation.
  • IT Tools, Methods & Processes.
  • Vendor Management.
  • Network & Security best practices.
  • Reporting & Analytics Capabilities.
  • Process mining & automation.
  • Large Language Models.
  • Anomaly Detection.
  • Knowledge on SAP Cloud Service Offerings.

Skills/Capabilities

  • Customer Focus.
  • Business Acumen.
  • Innovative Thinking.
  • Self-Development.
  • Communication.
  • Influencer.

What You Bring

  • Master Degree in Systems Engineering, Computer Science, Technical Engineering.
  • Minimum of 15+ years work experience in Cloud Operations, Escalation handling, IT / Customer Support Experience, ITIL Practitioner preferred.
  • Understanding of business process within at least one LoB specific application platform.
  • Understanding of client specific business processes.
  • Excellent Customer Focus.
  • Vendor Management (Transition & Transformation and handover to Operations).
  • Strong computing skills oriented towards a particular product or group of products.
  • Monitoring Tools (Nagios, Dynatrace, ELK, Spectrum, CA Performance Center, vROPS, Pingdom, etc).
  • Ticketing Tools (ServiceNow).
  • Security Information Management Tools (SIEM).
  • S/4HANA Cloud, public edition or HCM or Commerce Cloud.
  • Experience in working with cross-cultural teams or individuals.
  • Demonstrated Technical Training and Writing skills.
  • General IT knowledge on Hyperscalers (Azure, AWS, etc).

Nature and Scope of Position

This position usually works independently with minimal supervision. There is no signing authority and the Head of Operations Center verifies expenses and all invoices. The position reports directly to the Head of Operations Center.

Supervisory Responsibilities

Project and site lead responsibilities are assumed at this level for virtual teams.

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