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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end operational support of Telephony and SAP environments including incident management, availability, vendor coordination, and security compliance.
Drive automation and continuous improvement through scripting (Python, Ansible) and AI/GenAI implementations for incident triage, troubleshooting, and monitoring enhancement.
Manage key operational metrics such as SLA adherence, MTTR reduction, vendor performance, and AI/GenAI use case success.
Minimum Requirements
3 to 4 years of relevant experience in Telephony/Contact Center and SAP Basis/SAP HANA support.
Proficient in incident, problem, change, SLA, and vendor management processes.
Technical skills: Linux/Windows administration, cloud basics, scripting/automation with Python, Shell, PowerShell, or Ansible.
Understanding of AI/ML concepts including GenAI, LLM, RAG, and prompt engineering.
Ideal Candidate Profile
Experienced operational support engineer with combined Telephony and SAP Basis expertise.
Comfortable working with AI/GenAI technologies to improve IT operations and automation.
Skilled in vendor management and maintaining compliance in complex IT infrastructure environments.