Responsibilities

- 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.

- Solid 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.

- Continuous learning and improvement mindset.

- Reports to PMS-CoE Manager

📌 SAP Infrastructure Team Lead (Hyderabad)
🏢 VISEO
📍 Hyderabad