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Cloud Operations Lead
1 month ago
About the Role
We are seeking a highly skilled Cloud Operations Lead to join our team at SAP. As a key member of our Cloud Service Management team, you will be 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 to improve response times and customer experience.
- Assist in the development of workflow automation and deploy Artificial Intelligence (LLMs) to support our ChatBots and improve customer experience.
- Manage Customer Escalations and ensure that all customer issues are resolved in a timely and professional manner.
- Collaborate with cross-functional teams to ensure that all customer requirements are met and that the customer experience is exceptional.
Requirements
- Master Degree in Systems Engineering, Computer Science, Technical Engineering, or related field.
- Minimum of 15+ years work experience in Cloud Operations, Escalation handling, and IT/Customer Support.
- ITIL Practitioner certification preferred.
- Strong understanding of business process within at least one LoB specific application platform.
- Excellent Customer Focus and Communication skills.
- Vendor Management experience, including 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) and Ticketing Tools (ServiceNow) experience.
- Security Information Management Tools (SIEM) experience.
- Experience in working with cross-cultural teams or individuals.
- Demonstrated Technical Training and Writing skills.
- General IT knowledge on Hyperscalers (Azure, AWS, etc).
About SAP
SAP is a global leader in enterprise software and software-related services. We help companies of all sizes and industries run better by providing software solutions that enable them to operate more efficiently and effectively. Our solutions are designed to help companies improve their business processes, reduce costs, and increase revenue. We are committed to innovation and continuous improvement, and we are always looking for talented individuals to join our team.
