Cloud Operations Lead
4 weeks ago
About the Role
We are seeking a highly skilled Cloud Operations Lead to join our team at SAP. As a Cloud Operations Lead, 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 lower response times.
- Deploy Artificial Intelligence (LLMs) that support our ChatBots to answer internal stakeholders and improve customer experience.
- Manage Customer Escalations and ensure that Cloud Reliability is assured through rapid response and restoration services available 24/7.
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.
- Understanding of business process within at least one LoB specific application platform.
- Excellent Customer Focus and Vendor Management skills.
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 innovative solutions for business operations, customer experience, and digital transformation.
Why Join SAP?
At SAP, you will have the opportunity to work with a talented team of professionals who are passionate about innovation and customer success. We offer a dynamic and inclusive work environment, competitive compensation and benefits, and opportunities for professional growth and development.
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