Shift Lead SAP Basis & Database Operations (24x7)

About the role

NTT DATA is looking for an experienced Shift Lead to oversee SAP Basis and SAP HANA database operations in a 24x7 support environment. The Shift Lead is the single point of contact during the assigned shift, ensuring operational stability, SLA compliance, effective incident management and coordination of planned and unplanned activities. Candidates must be willing and able to work in shifts according to the agreed 24x7 schedule.

Key responsibilities

• Coordinate daily operational activities across SAP Basis and SAP HANA teams, monitor alerts, tickets and dashboards, and manage ticket triage, prioritization, assignment and SLA compliance.
• Plan the shift, distribute workloads and ensure coverage of business-critical activities; track and close pending activities.
• Coordinate planned activities such as maintenance, patching, releases and technical changes, and escalate risks, delays and resource constraints to stakeholders.
• Take ownership of major incidents, coordinate investigations and service restoration, and facilitate technical bridge calls.
• Drive proactive problem management, root-cause analysis and continuous improvement, and represent the operations team with customers and internal stakeholders.
• Provide shift-status reports, maintain operational documentation, ensure complete shift handovers and mentor junior colleagues.

Required profile

• Professional experience in SAP Basis and/or database administration in production environments.
• Experience in 24x7 support or managed-services environments.
• Previous leadership, shift coordination or team coordination experience.
• Nice to have: experience with SAP S/4HANA, SAP ECS/MSS/EOS customers, coordinating P1/P2 incidents and bridge calls, mentoring, and a continuous improvement mindset.
• Willingness to work a 24x7 rotating-shift schedule.

Required skills

• SAP HANA exposure and strong incident triage, escalation and service-restoration skills.
• Understanding of SLA-driven operations and IT Service Management processes.
• Experience with SPC, ServiceNow or comparable monitoring and ticketing tools.
• ITIL knowledge or certification is a plus.