Operations Manager – SAP, Cloud Services

🕒 Junho 9

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

☁️ Engenheiro de Cloud

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Resolve Tech Solutions

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Resolve Tech Solutions é uma fornecedora líder em soluções de transformação digital, especializada na modernização de SAP e ERP, serviços em nuvem e inteligência artificial. Com mais de 25 anos de experiência, ajuda empresas a integrar e modernizar sistemas utilizando sua expertise em engenharia de dados, análises de big data e cibersegurança. Seus serviços incluem a migração para SAP S/4HANA, serviços gerenciados de nuvem em AWS, Azure e Google Cloud, e implementação de tecnologias de Internet das Coisas. A Resolve Tech Solutions trabalha com diversos setores, incluindo energia, varejo, telecomunicações e governo, oferecendo projetos de modernização completos para melhorar a inteligência de negócios e a eficiência operacional.

Descrição

• 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, including RHEL, HANA, and platform upgrades, with daily ServiceNow 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 such as 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, automation, and process optimization • Other duties as assigned

🎯 Requisitos

• 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

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