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Information Technology

Cloud Operations Solution Consultant

What we offer

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:

Global Cloud Services (GCS) is responsible for all 4+1 infrastructure and associated technical platforms. Cloud Control Center is managing the end-to-end service desk, events, incidents, and is working in continual improvement towards prevention and remediation of occurring issues. We at ONE Service Desk (OSD) are part of Cloud Control Center and acting as the customer face of Global Cloud Services (GCS) providing a central, first point of contact for different lines of business (LoBs).

As a Cloud Operations Solution Consultant, you will work within our ONE Service Desk leadership team and will be based in Budapest (Flex Mode/Remote work). OSD is responsible for managing initiation/reception of tickets via Service Desk, Critical Event Monitoring & Incident Management process areas for Global Cloud Services. OSD delivers the support services using a managed services supplier to our line of businesses.

ONE Service Desk Team guided by ITIL4 support framework, consumes Monitor of Monitors (MoM tool) for eyes on glass monitoring, ServiceNow for ticket management, PagerDuty for Incident Response and workflow automation using Automation Anywhere, which helps our people at all levels in operations and our leads to generate insights to make day to day operational decisions.

OSD is preparing to evolve to provide the next level of support services and you will part of the bigger transformation initiatives to deliver the speed, quality and experience.

Expectations & Tasks

You will manage the overall L1/L2 Compute & Storage Operations portfolio for transition & operations workstream including the daily infrastructure operations, providing clear communication, effective escalation support.

In this role, you’ll work with our service desk, Compute & Storage engineering teams, acting as a single point of contact for all Compute, Storage & workflow automation solutions and the cloud Compute & Storage delivery teams. You will optimize our internal resources, improve operational activities, drive roadmaps and process changes. Manage day to day operations to help teams scale and reach their pre-defined service level targets and key performance indicators.

You will play a key role in managing multiple operational initiatives with a mission in simplifying the service desk first level fulfilment & Monitoring operations.

You will be a primary point of contact for escalations and a thought partner for senior solution leaders offering advisory services to these internal line of business stakeholders. You’ll also be responsible for identifying when something needs escalating and finding ways to manage a variety of complex situations and proactively work to mitigate risks.

You will assess and accept the transition of new service tasks from project to operations teams, then publishing a well-explained documentation to operationalize the service.



•    Bachelor’s degree in computer science, engineering or other relevant fields

  • Knowledge of infrastructure and service management processes; ITIL4 certification preferred.
  • 5 to 8 years of progressive experience in IT operations management along with process management skills.
  • Highly collaborative yet able to function well independently.
  • Proficiency with virtualization and container technologies (Kubernetes, Docker), Certification is a plus.
  • Proficiency with at least one cloud provider. (Openstack, Azure, AWS, GCP), Certification is a plus.
  • Working experience with monitoring tools (VROps, NetApp Cloud Insights, Prometheus, Azure Cloud Monitoring)
  • Experience with storage appliances (NetApp, PureStorage) is a plus.
  • Proficiency in the use of Linux/Unix operating environment is a plus.
  • Superb customer service skills with both creative and analytical mind-set.
  • Comfortable managing through ambiguity.
  • Excellent interpersonal, leadership and communication skills.
  • Flexible to accommodate time-zones as teams are geographically dispersed globally.



We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.


SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.


EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:318874 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Cloud Operations Solution Consultant

Facility:  318874
Posted Date:  Dec 30, 2021
Work Area:  Information Technology
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

San Pedro Garza García, MX, 66265

Job Segment: Operations Manager, Cloud, Engineer, ERP, Operations, Technology, Engineering