Niha Mukadam

Client: SAP (Data Protection Senior DevOps Engineer)

Primary Role

• Performed NetWorker server upgrades, Data Domain OS (DDOS) upgrades, and SLES (SUSE Linux Enterprise Server) upgrades to maintain platform stability and compliance.
• Managed DDVE/DD capacity planning and utilization monitoring, ensuring sufficient storage availability for enterprise backup workloads.
• Implemented Immutable Backups & Retention Lock across multiple workloads including SAP HANA, MaxDB, MySQL, MS SQL, and File System backups, ensuring ransomware resilience and compliance requirements.
• Delivered end-to-end DDVE setup/build/configuration, including health checks, performance monitoring, and proactive capacity management.
• Handled DDVE alert monitoring and troubleshooting to prevent backup disruptions, and improve operational reliability.
• Built and configured backup servers, including initial installation, backup policy setup, client onboarding, and integration with storage systems.
• Set up Jenkins automation for backup configuration activities, improving efficiency and reducing manual effort.
• Implemented Octobus reporting and monitoring for server health and backup infrastructure visibility.

Secondary Role:

• Design, govern, and deploy Microsoft Copilot agents with secure API and connector integrations in alignment with SAP security, GDPR, and EU AI Act compliance standards
• Architect and integrate REST APIs, Microsoft Graph, Power Platform connectors, and approved third-party services into intelligent agent workflows
• Design and institutionalize a governance framework for Copilot Studio and Agent Builder, covering security, compliance, risk management, and lifecycle controls
• Drive automation-led transformation to improve operational efficiency, platform scalability, and service reliability
• Mentor and upskill teams on AI governance, integration strategy, and operational best practices
• Lead advanced Copilot triage, prompt engineering/optimization, telemetry analysis, and incident remediation activities
• Deliver technical enablement sessions and hands-on troubleshooting workshops
• Develop and execute structured adoption programs to ensure compliant, enterprise-wide rollout

• Led and mentored a high-performing team of 30+ associates delivering day-to-day backup and recovery operations for an SAP enterprise environment.
• Owned service delivery management, including workload distribution, shift planning, resource utilization, and operational stability across backup services.
• Conducted bi-weekly service governance / customer review meetings, presenting KPIs, SLA performance, service health, and continuous improvement initiatives.
• Managed customer escalations and major incidents, ensuring timely resolution, effective stakeholder communication, and minimal business impact.
• Drove problem management by analyzing recurring incidents, maintaining problem records, coordinating RCA, and implementing permanent fixes to reduce repeat issues.
• Performed performance appraisals, goal setting, coaching, and capability development to improve team productivity and technical expertise.
• Collaborated with cross-functional teams (infrastructure, database, application, vendors) to improve processes, enhance automation, and strengthen service quality.
• Supported design and rollout of IT solutions aligned with operational requirements and business objectives.

Client: SAP - Tier 2 Support (Backup Administration (Linux/Windows)).

• Provided L1/L2 support for enterprise backup and recovery operations in an SAP production environment, ensuring high availability and data protection.
• Well versed in Dell EMC NetWorker administration including creating schedules, policies, workflows, pools, and media management resources.
• Managed and monitored backup jobs and recovery readiness across Windows, HP-UX, Linux, and Unix platforms.
• Supported database backup and restore for SAP HANA, MS SQL Server, Oracle, DB2, and SAP DB (MaxDB).
• Performed online backups of SAP HANA via HANA Studio and command line, including specific recovery and Point-in-Time Recovery (PITR) for SAP HANA and Sybase.
• Configured and supported SAP HANA multi-node / multi-tenant environments, including HANA user management and HDBUSERSTORE secure user store key setup.
• Performed SAP HANA DB upgrades and supported operational maintenance activities.
• Implemented and supported HANA Backint backups on AWS cloud, including backup configuration and troubleshooting.
• Handled P1 incidents, customer escalations, and participated in bridge calls with SMEs during major outages to restore services quickly within SLA.
• Performed Bare Metal Recovery (BMR) for backup clients and executed restore validations (file-level and database-level).
• Developed scripts and executed backup migration from one server to another, ensuring continuity and retention compliance.
• Monitored Data Domain alerts and redirected backups to alternate devices to maintain operational stability.
• Worked with BMC BladeLogic Server Automation Console for infrastructure automation support.
• Acted as Shift Lead, prioritizing tickets, delegating tasks, and coordinating with vendors for product-related issues.
• Demonstrated operational processes during client Go-Gemba walk, receiving appreciation from SAP GCS leadership for presentation and delivery.