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. 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.