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 SLA’s · 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