EOS Technical Expert (SAP Cloud Operations)
Location:Remote – Mexico Open Positions:3 Employment Type:Full-Time Job Overview We are seeking experienced SAP technology professionals to join our Enhanced Operations Services (EOS) team supporting strategic enterprise customers across global SAP cloud environments. This role is ideal for candidates with strong expertise in SAP Basis, SAP HANA, cloud operations, infrastructure management, incident handling, or SAP project delivery. As an EOS Technical Expert, you will act as a trusted advisor to customers, ensuring the stability, performance, availability, and continuous improvement of their SAP landscapes. You will work closely with global teams in a 24/7 operational environment, supporting mission-critical systems and driving proactive service excellence.
Key Responsibilities
Manage and maintain high-quality service delivery for customer SAP environments while ensuring compliance with agreed service levels and operational KPIs. Participate in major incident management activities, troubleshoot complex technical issues, support downtime events, and resolve critical service interruptions in a timely manner. Perform root cause analysis for system outages, performance degradation, and service failures, implementing corrective and preventive measures to improve operational stability. Support customer go-live activities, hypercare periods, maintenance planning, and lifecycle management initiatives while maintaining end-to-end ownership of operational activities. Collaborate with cross-functional teams across Global Cloud Operations and other business units to coordinate service delivery, resolve dependencies, and ensure successful customer outcomes. Drive operational excellence through continuous improvement initiatives, process optimization, automation enhancements, and standardization of support procedures. Monitor customer environments proactively, reduce operational alerts, improve system reliability, and enhance the overall customer experience. Build and maintain strong customer relationships through effective communication, technical expertise, and a customer-first approach. Required Experience Candidates should possess at least five years of professional experience working with SAP technologies, enterprise infrastructure, cloud operations, or managed services environments. Strong hands-on experience in one or more of the following areas is required: SAP Basis Administration, SAP System Performance Management, SAP Lifecycle Events including upgrades and updates, SAP Project Management, Technical Support, or Escalation Management. Experience supporting managed hosting environments, SAP Private Cloud, Public Cloud Operations, or enterprise SAP landscapes is highly desirable. Practical experience with SAP NetWeaver, SAP HANA, SAP BusinessObjects, and SAP Sybase Adaptive Server Enterprise (ASE) is expected. Exposure to SAP Cloud Connector and SAP S/4HANA environments will be considered a strong advantage. Candidates should have working knowledge of backup and recovery strategies, system performance tuning, security administration, system copy procedures, export/import activities, high availability architectures, and disaster recovery planning. Experience working with cloud platforms such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP) is preferred.
Qualifications
A Bachelor's degree or higher in Computer Science, Engineering, Information Technology, or a related technical discipline is required. SAP BASIS, SAP BusinessObjects, ITIL, or other relevant professional certifications will be highly valued. Successful candidates will demonstrate excellent analytical thinking, strong problem-solving capabilities, effective stakeholder management skills, and the ability to learn new technologies independently. Strong verbal and written English communication skills are essential for success in this global customer-facing role.
What We Offer
This is an opportunity to work remotely from anywhere in Mexico while supporting large-scale enterprise SAP environments for global customers. You will collaborate with international teams, work on complex technical challenges, and contribute to the continuous evolution of cloud operations and customer success initiatives. If you are passionate about SAP technologies, cloud operations, customer service excellence, and solving complex technical challenges, we encourage you to apply.