Job Description

ROLE: Enhanced Operations Service – Technical Expert

Location -Mexico-Remote

Experience - 9+ years

Key Responsibilities

Operational Excellence & Service Quality

Ensure high‑quality day‑to‑day service delivery, meeting ambitious KPIs and SLAs.

Drive proactive operations, stability improvements, and alert‑reduction programs across customer landscapes.

Own and execute hypercare, go‑live safeguarding, and end‑to‑end maintenance planning.

Incident & Escalation Management

Participate in and lead major incident handling, including long‑running issues, downtime extensions, and service request failures.

Provide rapid responses during escalations and take preventive actions to avoid customer impact.

Conduct detailed Root Cause Analysis (RCA) for outages, performance issues, and service failures.

Cross‑Functional Collaboration

Coordinate and orchestrate work across multiple SAP teams and external stakeholders.

Maintain strong collaboration with units inside and outside General Cloud Operations.

Continuous Improvement & Standardization





Identify customer pain points and drive continuous improvement initiatives.

Streamline and enhance standard operating procedures, with a strong focus on automation.

Lead initiatives to simplify and standardize server operations.

Skills & Competencies

Technical Expertise

Hands‑on experience in at least one core area: SAP Basis, HANA DB, System Performance Management, Lifecycle Management (Upgrades/Updates), Project Management, Critical Situation Handling.

Practical knowledge of SAP technologies: SAP NetWeaver, SAP HANA, SAP BusinessObjects, SAP Sybase ASE.

Experience with Managed/Hosting Services, SAP Private Cloud, or Public Cloud Operations.

Strong understanding of: Application Security, Backup & Recovery, Performance Tuning, System Copies, High Availability, Disaster Recovery, Export/Import.

Process & Operational Skills

Proven experience in Problem Management and Root Cause Analysis methodologies.

Abil

📌 SAP Basis (México)
🏢 DYNE
📍 México