Lenovo

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