Position Summary

The Operations Manager / Project Manager serves as the central command point for service delivery across a portfolio of managed cloud customers, ensuring operational stability, consistent SLA performance, and high-quality execution across SAP and cloud environments. This role leads real-time incident management, including P1/P2 escalation handling, while orchestrating day-to-day operations such as patching, upgrades, change management, and ongoing managed services activities. Acting as the primary coordination hub across cross-functional teams, vendors, and stakeholders, the individual drives structured execution, clear communication, and timely resolution of issues in a fast-paced, 24x7 environment. The role also partners closely with customers through executive reporting, performance insights, and continuous improvement initiatives, leveraging strong operational leadership, project management discipline, and accountability to enhance service delivery and optimize outcomes.

Key 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

Qualifications

• 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