Team Leadership & Operations: Lead, mentor, and organize the Infrastructure support team ensuring optimal 24x7 shift/on-call coverage.
Incident & Request Management: Oversee the lifecycle of Level 2 and Level 3 infrastructure tickets, changes, and alerts within Jira, ensuring swift resolution and adherence to strict customer SLAs.
SAP Infrastructure Maintenance: Supervise day-to-day administration, optimization, and troubleshooting of operating systems, storage, networks, communications, and cloud platforms dedicated to SAP environments.
Cross-Team Coordination: Act as the main point of contact for infrastructure operations, collaborating seamlessly with the Monitoring team (for alert handling) and the BASIS team (for database, transport, and OS-level dependencies).
Cybersecurity & Continuity: Enforce security baseline policies, vulnerability management, access controls, and backup/restore validations to guarantee client operational continuity.
Performance Tracking: Participate in team performance reviews, monitoring individual technical output and service delivery quality.
Profile
Experience: 5+ years of experience in Infrastructure Operations (Cloud, Networks, Systems, Security) with at least 1–2 years in a leading, coordinating, or supervisory role within a 24x7 service model.
Deep knowledge of Cloud platforms (Azure, AWS and GCP), traditional On-Premise infrastructure, operating systems (Linux/Windows), and networking/security fundamentals supporting SAP landscapes.
Methodology & Tools: Strong proficiency with Jira or similar ITIL-based ticketing tools, change management processes, and SLA monitoring
Management Skills: Proven ability to manage technical support teams, handle customer escalations effectively, and prioritize operational workloads under pressure.
Strong analytical and problem-solving skills.
Attention to detail and procedural discipline.
Good communication skills in English.
Team-oriented mindset with accountability
Proactive and responsive attitude.
Ownership of assigned tasks and tickets.
Strict adherence to processes and escalation rules.
