Technical Operations Manager

SAP • Montreal, QC

2d • $77,500 - $166,200 • Hybrid

About The Position

We are seeking a passionate individual with a customer-centric mindset to join us in delivering customer success. We are always looking for innovative ways to deliver our support process at the highest standard and act as a customer voice to improve internal processes. The ideal candidate owns customer success and is able to build and sustain relationships with internal stakeholders, customers, and partners, always striving towards unprecedented solutions. Join our team of highly motivated and talented people with a wide background of knowledge and experience.

Requirements

• Fluency in English – verbal and written
• Analytical, detail-oriented personality
• Troubleshooting, resolving complex issues and work under pressure
• Positive, proactive and customer-focused attitude
• Excellent communication and collaboration skills
• Bachelor’s degree in Computer Science (or an equivalent combination of educational and work experience in a related field)
• 2+ years of experience working in IT project management (or equivalent)
• 2+ years of experience in customer-facing engagements
• Moderate knowledge of cloud environments and cloud based technologies (Azure, Google Cloud, AWS, etc.)
• Availability to work on call escalation rotation with team on weekend

Nice To Haves

• Experience in Cloud infrastructure projects
• Fluency in at least one major language other than English
• Experience working in software development environment
• One or more ITIL and/or Project Management certifications
• One or more technology certifications
• Application architecture knowledge (3-Tier, Microservice)
• Ability to travel on-site to visit customers or for internal assignments

Responsibilities

• Onboard customers with their cloud solutions in CX Cloud Operations Unit
• Assist customers with incidents resolution and escalations
• Support internal stakeholders to provide technical expertise around customers’ landscape
• Safeguard surge events for cloud customers
• Manage internal projects and initiatives for features updates or upgrades
• Collaborate with other SAP teams to ensure customer satisfaction
• Ensure compliance in service delivery, operability and supportability
• Deliver external or internal reports upon required assignment
• Self-education in cloud technologies and AI

Benefits

• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
• SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
• 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 two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
• 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.
• 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.
• A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal