EXPECTATIONS AND TASKS

As Operations specialist you are responsible for:

• Drive the programs and initiatives to improve the KPI/SLA’s
• Handle service escalations. 
• 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.
• Build strategic partnerships with key decision makers in customer & partner organization.
• 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
• Able to coordinate and orchestrate the work between the teams.
• Strong collaboration with other units within and outside ECS units
• Knowledge of workflow automation
• IT Tools, Methods & Processes
• Vendor Management
• Reporting & Analytics Capabilities

Preferred skills

• 13+ year work experience in Infrastructure and Automation
• 5+ years’ experience in service delivery in global teams
• 2+ year experience in Server management and SAP Applications
• 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
• Understanding of hyperscalers concepts
• De-escalation experience on IT incidents and requests
• Driving the large programs and initiative to achieve the strategic goals.