Operations Manager- SAP and Cloud Services
职位总结：操作经理/项目经理作为管理云客户组合中服务交付的中央指挥点，确保了运营稳定性，一致的 SLA 性能和在 SAP 和云环境中高质量的执行。该角色领导实时事件管理，包括 P1/P2升级处理，同时主导了日复一日的操作如补丁，升级，变化管理以及持续的管理服务活动。作为跨职能团队，供应商和利益相关者的主要协调中心，个人在快速发展的24x7环境中推动结构化执行，清晰沟通和及时解决问题。该角色还通过执行报告，绩效见解和持续改进倡议与客户密切合作，利用强大的运营领导力，项目管理纪律和问责制来增强服务提供和优化结果。关键责任 领导 P1/P2事件管理，包括战室/桥梁执行，分类协调和及时解决 确保明确的行政更新，准确的跟踪器和及时利益相关者调整，监控并强制执行 SLA 遵守票务管理，确保及时更新和解决优先问题的关键问题 在定义时间内完成根源分析 (RCA) 并实施纠正和预防措施编排端到端补丁管理，包括安排，资源协调，前后检查和升级处理 监督管理 （包括每日服务现在 （SNOW）法案作为 L1/L2/L3团队，供应商和利益相关者在消除阻碍物并确保无执行的中央协调点监督运营准备性和经理服务活动，包括 DR 测试，系统验证，监控和警报管理 （例如 FRUN）支持资源和运营管理，包括上/下载，团队可用性和能力规划领导客户参与和持续改进努力，包括行政报告 (WSR/MSR/QBR）,绩效见解以及驾驶自动化和流程优化其他职责 赋予资格 · 经验至少8年以上在 IT 运营，管理服务或云运营领域，
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Position Summary
The Operations Manager / Project Manager serves as the central command point for service delivery across a portfolio of managed cloud customers, ensuring operational stability, consistent SLA performance, and high-quality execution across SAP and cloud environments. This role leads real-time incident management, including P1/P2 escalation handling, while orchestrating day-to-day operations such as patching, upgrades, change management, and ongoing managed services activities. Acting as the primary coordination hub across cross-functional teams, vendors, and stakeholders, the individual drives structured execution, clear communication, and timely resolution of issues in a fast-paced, 24x7 environment. The role also partners closely with customers through executive reporting, performance insights, and continuous improvement initiatives, leveraging strong operational leadership, project management discipline, and accountability to enhance service delivery and optimize outcomes.
Key Responsibilities
Lead P1/P2 incident management, including war room/bridge execution, triage coordination, and timely resolution Own incident communications and escalation management, ensuring clear executive updates, accurate trackers, and timely stakeholder alignment Monitor and enforce SLA adherence across ticket management, ensuring timely updates and resolution of high-priority issues Drive root cause analysis (RCA) completion within defined timelines and implement corrective and preventive actions Orchestrate end-to-end patch management, including scheduling, resource coordination, pre/post checks, and escalation handling Coordinate upgrade and change management activities (e.g., RHEL, HANA, platform upgrades), including daily ServiceNow (SNOW) oversight Act as the central coordination point across L1/L2/L3 teams, vendors, and stakeholders to remove blockers and ensure seamless execution Oversee operational readiness and managed services activities, including DR testing, system validations, monitoring, and alert management (e.g., FRUN) Support resource and operational management, including onboarding/offboarding, team availability, and capacity planning Lead customer engagement and continuous improvement efforts, including executive reporting (WSR/MSR/QBR), performance insights, and driving automation and process optimization Other duties as assigned
Qualifications
· Minimum 8+ years of experience in IT operations, managed services, or cloud operations, with at
least 3+ years in an operations leadership, project management, or incident management role
- Strong experience managing P1/P2 incidents in real-time, high-availability environments
- Solid understanding of ITIL processes, including Incident, Problem, and Change Management
- Experience with ServiceNow and cloud platforms such as Azure, AWS, or GCP
- Proficiency with Microsoft Office 365 and collaboration tools
- Strong understanding of SAP and cloud-based managed services environments
- Proven ability to lead cross-functional teams without direct authority and drive operational outcomes
- Demonstrated experience developing and implementing business frameworks and standard operating procedures
- Excellent problem-solving, organizational, and communication skills, including executive-level reporting
- Ability to manage multiple priorities, prioritize critical work, and deliver within defined timelines in a fast-paced, 24x7 environment
- Strong analytical skills with the ability to interpret operational data and drive actionable insights
- High resilience, adaptability, and accountability in high-pressure environments
- Alignment with RTS Core Values
Originally posted on Himalayas