[Remote] Operations Manager- SAP and Cloud Services
Note: The job is a remote job and is open to candidates in USA. Resolve Tech Solutions is seeking an Operations Manager / Project Manager to oversee service delivery for managed cloud customers. This role is responsible for incident management, operational stability, and collaboration with cross-functional teams to enhance service delivery in SAP and cloud environments.
Responsibilities
- 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 (e.g., RHEL, HANA, platform upgrades), including daily ServiceNow (SNOW) 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 (e.g., 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, and driving automation and process optimization
- Other duties as assigned
Skills
- 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
Company Overview
Company H1B Sponsorship