Role Purpose

Act as infrastructure SME for SAP RISE AMS architecture validation, complex troubleshooting, DR readiness and automation.

Detailed Technical Responsibilities

Lead complex infra incidents involving OS, compute, storage, backup, network latency, firewall, certificates, monitoring and DR.
Review SAP workload platform readiness, capacity, HA/DR, backup, storage performance and monitoring design.
Drive RCA and problem management for recurring infra/platform issues.
Define operational standards, patching runbooks, monitoring baseline and automation opportunities.
Mentor L1/L2 and validate new customer onboarding readiness.

Day-to-Day Technical Skills

SAP-certified infra awareness, SLES/RHEL for SAP, Windows, cloud operations, storage performance, backup/recovery, HA/DR, network and security dependencies.
Ability to troubleshoot cross-layer SAP performance issues from infrastructure perspective.
Experience with automation, IaC basics, monitoring standardization and operational reporting.
Knowledge of DR drills, failover/failback and service recovery governance.
Strong documentation and stakeholder communication skills.

SAP RISE AMS Delivery Expectations

Mandatory working exposure to SAP RISE or SAP AMS managed services, including DEV, QAS, PRD and DR landscape support.
Work within SAP, customer, hyperscaler and AMS shared-responsibility boundaries with clear ownership and escalation discipline.
Support Incident, Service Request, Change, Problem, RCA, Knowledge and CDD activities using ITSM workflows.
Participate in 24x7 support, shift handover, controlled maintenance windows, CAB approvals and audit-ready documentation.
Coordinate across SAP Basis, HANA/DB, integration, infrastructure, security, network, customer business teams and SAP support.

Upgrade / Patch / Deployment / Configuration Exposure

Review OS upgrade plans, kernel/security patch windows, monitoring/backup agent updates, certificate rotations and platform compatibility.
Define pre-checks, rollback plans, test evidence and post-change validation for infra maintenance.
Support cloud/hyperscaler maintenance impact assessment and SAP workload validation.
Lead DR drill planning, infra validation and improvement actions.
Review deployment/configuration standards for new SAP RISE AMS customers.

Monitoring, Management and ITSM Responsibilities

Use ServiceNow or equivalent ITSM to maintain ticket categorization, priority, affected service/CI, business impact, evidence and closure notes.
Support monitoring dashboards, health reports, SLA/OLA tracking, ticket ageing, backlog control and recurring alert review.
Follow escalation matrix, major incident bridge protocol, change governance and problem management process.
Maintain SOPs, runbooks, KB articles, handover notes and known-error database for repeated issues.
Identify automation and shift-left opportunities for repeated operational tasks and standard requests.

Tools / Platforms

.Azure/AWS, Linux, backup/DR tools, monitoring platforms, ServiceNow, Terraform, Ansible, PowerShell, Python, Grafana/Splunk/Dynatrace.

Expected Deliverables and KPIs

.Major incident MTTR, infra stability, DR readiness, automation adoption, recurring incident reduction, capacity governance and change success.

Preferred Certification / Evaluation Focus

.Interview focus: SAP performance issue caused by infrastructure, OS upgrade risk, DR drill, backup restore validation and platform readiness.

Education / Experience

.Bachelor's Degree with 6-12 years of relevant experience