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SAP BASIS - Operations Manager

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Role Overview

We are seeking an experienced Service Chain Operations Manager with strong expertise in SAP Basis administration and IT service delivery. The ideal candidate will have a proven track record in managing SAP landscapes, infrastructure operations, incident, problem and change management, stakeholder engagement, and service excellence across complex enterprise environments. The role requires a blend of technical expertise, operational leadership, and customer-facing service management capabilities to ensure high availability, reliability, and continuous improvement of SAP services.

Experience : 6 years - 9 years

Key Responsibilities

Service Delivery & Operations Management

  • Own end-to-end service delivery across SAP and supporting technology landscapes, including Cloud, Network, Firewall, Operating Systems, and Databases.
  • Ensure service availability, performance, reliability, and compliance with agreed SLAs and KPIs.
  • Drive operational excellence through proactive monitoring, governance, and continual service improvement initiatives.
  • Conduct regular operational and service review meetings with customers and internal stakeholders.
  • Ensure adherence to operational processes, compliance requirements, and audit standards.

Incident, Change & Problem Management

  • Lead major incident management activities, ensuring timely resolution of critical service disruptions.
  • Act as the primary escalation and de-escalation point for delivery-related issues.
  • Coordinate cross-functional teams (L1/L2/L3 support) to restore services and minimize business impact.
  • Drive root cause analysis and collaborate with Problem Management teams to eliminate recurring issues.
  • Manage and govern change implementation activities across SAP landscapes.
  • Assess customer requirements, operational risks, and resource availability to ensure successful change execution.
  • Ensure compliance with change management processes and best practices.

SAP Infrastructure & Technical Operations

  • Oversee SAP Basis operations, including upgrades, patching, system refreshes, and performance optimization.
  • Manage SAP environments such as S/4HANA, ECC, NetWeaver, and associated databases (SAP HANA, Oracle).
  • Ensure system security, high availability, backup strategies, disaster recovery readiness, and business continuity.
  • Support cloud and hybrid SAP landscapes across hyperscale platforms.

Stakeholder & Vendor Management

  • Collaborate with customers, internal teams, and external vendors to ensure seamless service delivery.
  • Manage customer expectations and build strong relationships through effective communication and governance.
  • Drive alignment across SAP, infrastructure, cloud, and business stakeholders.

Required Skills & Experience

  • Experience in SAP Basis and IT Infrastructure Operations, including leadership responsibilities.
  • Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Level Management.
  • Experience with ServiceNow, JIRA, and other ITSM tools.
  • Excellent stakeholder management, customer engagement, and communication skills.
  • Strong analytical, troubleshooting, and decision-making capabilities.
  • Hands-on expertise in SAP Basis administration and SAP landscape management.
  • Strong experience with SAP HANA and Oracle databases.
  • Good understanding of Linux/Unix and Windows operating systems.

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