[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.ResponsibilitiesLead P1/P2 incident management, including war room/bridge execution, triage coordination, and timely resolutionOwn incident communications and escalation management, ensuring clear executive updates, accurate trackers, and timely stakeholder alignmentMonitor and enforce SLA adherence across ticket management, ensuring timely updates and resolution of high-priority issuesDrive root cause analysis (RCA) completion within defined timelines and implement corrective and preventive actionsOrchestrate end-to-end patch management, including scheduling, resource coordination, pre/post checks, and escalation handlingCoordinate upgrade and change management activities (e.g., RHEL, HANA, platform upgrades), including daily ServiceNow (SNOW) oversightAct as the central coordination point across L1/L2/L3 teams, vendors, and stakeholders to remove blockers and ensure seamless executionOversee 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 planningLead customer engagement and continuous improvement efforts, including executive reporting (WSR/MSR/QBR), performance insights, and driving automation and process optimizationOther duties as assignedSkillsMinimum 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 roleStrong experience managing P1/P2 incidents in real-time, high-availability environmentsSolid understanding of ITIL processes, including Incident, Problem, and Change ManagementExperience with ServiceNow and cloud platforms such as Azure, AWS, or GCPProficiency with Microsoft Office 365 and collaboration toolsStrong understanding of SAP and cloud-based managed services environmentsProven ability to lead cross-functional teams without direct authority and drive operational outcomesDemonstrated experience developing and implementing business frameworks and standard operating proceduresExcellent problem-solving, organizational, and communication skills, including executive-level reportingAbility to manage multiple priorities, prioritize critical work, and deliver within defined timelines in a fast-paced, 24x7 environmentStrong analytical skills with the ability to interpret operational data and drive actionable insightsHigh resilience, adaptability, and accountability in high-pressure environmentsAlignment with RTS Core ValuesCompany OverviewResolve Tech Solutions (RTS) is a technology services company focusing delivering SAP as a managed cloud service in public cloud. It was founded in 2010, and is headquartered in Addison, Texas, USA, with a workforce of 501-1000 employees. Its website is http://www.resolvetech.com.Company H1B SponsorshipResolve Tech Solutions has a track record of offering H1B sponsorships, with 8 in 2026, 36 in 2025, 36 in 2024, 52 in 2023, 18 in 2022, 15 in 2021, 47 in 2020. Please note that this does not guarantee sponsorship for this specific role.