[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