SAP Infrastructure Lead

In the role of Infrastructure Lead at Müller's Solutions, the Infrastructure Support Lead Analyst will be responsible for the design, maintenance, support, and scalability of the SAP infrastructure. This position involves guiding, coaching, and facilitating a team of specialists while contributing to the infrastructure support services. The individual will be part of a team of infrastructure engineers who possess outstanding technical expertise across various domain competencies.

• Provide daily leadership to the Infrastructure Services team.

• Design, construct, and maintain the server and network infrastructure.

• Offer operational support for the SAP architectures.

• Collaborate with engineers and developers to establish provisioning, configuration, protocol support, and security for the infrastructure.

• Ensure infrastructure stability as new products and services are launched.

• Develop, mentor, and train staff; continuously seek to enhance processes and procedures with the objective of delivering exceptional service to customers.

• Create, document, implement, and sustain processes and procedures for daily operations and the integration of new services.

• Foster a robust culture dedicated to service quality through the effective execution of repeatable, well-structured processes.

• Monitor the status of alerts, tickets, and processes to guarantee timely completion of tasks.

• Communicate changes in policy and procedures.

• Provide recommendations for modifications and improvements, and convey these to senior management.

• Achieve and maintain service levels as established by management.

• Offer technological guidance to ensure that project services are highly available, efficient, and operate with acceptable performance levels.

• Address business requirements through technology by assessing various technological options and vendor products.

• Report trends in incident/problem management identified through analysis of historical outages, utilizing these trends to pinpoint and implement changes that may prevent future issues.

• Collaborate with service providers to identify processes/tools that enhance the end-user experience of the service.

• Manage significant outages through standard ITIL processes until resolution.

• Promote knowledge sharing through presentations and similar activities among team members.

• Possess a broad understanding of infrastructure technologies coupled with subject matter expertise (SME) in several technologies within an infrastructure environment, including operating systems, storage, virtualization, networks, heterogeneous computing devices, and information security.

• Exhibit proficiency as a systems administrator for specific technologies and provide escalated support.

• Analyze, deconstruct, and re-engineer existing solutions with a focus on enhancing efficiency and improving performance.

• Comprehensive understanding of LAN/WAN protocols and architectures.
• Capable of communicating effectively at all organizational levels.
• Ability to maintain clear reasoning during high-severity, high-impact outages.
• Strong collaborator, working well with others to resolve issues and incorporating diverse insights.
• Robust analytical skills.

• Master's degree in a related field.
• Relevant certifications (e.g., ITIL, CISSP, CCNA) are highly beneficial.
• Experience in cybersecurity practices aimed at protecting infrastructure from unauthorized access and vulnerabilities.
• Familiarity with DevOps practices and tools to enhance collaboration between development and operations teams.

• Bachelor's Degree in Computer Science, Information Management, or a related technical/IT field.
• Certification in CCNP or CCNA.
• ITIL V3 Certification is advantageous.
• Proficiency in both Arabic and English languages.

• 5 to 7 years of demonstrable technical experience in managing large infrastructure setups.
• A minimum of 3 years of professional experience in infrastructure and technical operations.