Shift Lead – SAP Basis & Database Operations (24x7)

About the role

The Shift Lead will be the single point of contact for SAP Basis and SAP HANA database operations during a 24x7 support shift. You will ensure operational stability, SLA compliance, and effective incident management while coordinating both planned and unplanned activities.

Key responsibilities

• Monitor alerts, ticket queues, dashboards and system status to detect and respond to incidents promptly.
• Manage ticket triage, prioritisation, assignment and SLA compliance across the shift.
• Plan shift workload, distribute tasks based on priorities, skills and demand, and ensure coverage of business‑critical activities.
• Take ownership of major incidents, lead technical bridge calls and coordinate restoration efforts.
• Coordinate planned maintenance, patching, releases and other technical changes.
• Provide accurate shift‑status reports, handovers and maintain operational documentation.
• Mentor junior team members and promote continuous improvement of monitoring, ticket handling and shift planning.

Required profile

• Professional experience in SAP Basis and/or database administration in production environments.
• Experience with SAP HANA operations and 24x7 support or managed‑services settings.
• Previous shift‑lead, coordination or team‑lead experience.
• Strong incident management, escalation and stakeholder communication skills.
• Ability to remain composed and decisive during critical incidents.

Required skills

• SAP Basis
• SAP HANA
• SPC monitoring tool
• ServiceNow ticketing platform
• ITIL knowledge or certification
• IT Service Management (ITSM) processes
• Familiarity with SAP S/4HANA, SAP ECS, MSS, EOS environments (nice to have)