Title: Support Lead, D&T, ERP Apps & Infrastruc

Requisition ID: 72006

Date: Nov 3, 2025

Location:

Bengaluru, Karnataka, IN

Department: Digtl & Transfrmtion

Description:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary

The Support Lead, D&T, ERP Applications & Infrastructure is responsible for managing and providing first-level support and troubleshooting for SAP system users and associated infrastructures. This role includes responding to user queries, resolving basic issues, ERP System monitoring, ERP Project Hypercare support and collaborating with higher-level support teams to ensure seamless SAP operations. Work closely with Digital and Transformation (D&T) team and business teams to improve user experience and enhance SAP system functionality. Participate in process improvement initiatives to optimize support operations and user satisfaction.

Essential Duties and Responsibilities

User Support: Provide front-line assistance for SAP users by addressing inquiries and resolving basic technical issues related to SAP modules.
Issue Escalation: Identify, document, and escalate complex issues to Level 2/3 support teams when necessary, ensuring timely resolution.
System Monitoring: Monitor SAP system performance and report any anomalies or disruptions to the relevant technical teams.
Collaboration: Work closely with IT and business teams to improve user experience and enhance SAP system functionality.
Documentation: Maintain a comprehensive knowledge base by documenting common issues and solutions to streamline future troubleshooting efforts.
Training and Guidance: Assist in training end-users on basic SAP functionalities and trouble-shooting tips to enhance user autonomy.
Continuous Improvement: Participate in process improvement initiatives to optimize support operations and user satisfaction.
Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

Additional Responsibilities

Education

Bachelor's Degree in Engineering
Strong understanding of SAP modules and basic troubleshooting techniques.
Excellent communication and problem-solving skills.
Ability to work collaboratively in a team-oriented environment.
Experience in providing technical support or customer service is preferred.

Work Experience

Minimum 5–8 year overall experience in SAP Engagements

Preferred Knowledge, Skills and Abilities

Technical Proficiency: Strong understanding of SAP modules and basic troubleshooting techniques, enabling effective first-level support.
Communication Skills: Excellent verbal and written communication skills to clearly address user inquiries and provide guidance.
Problem-Solving Abilities: Demonstrated capability to identify and resolve basic technical issues quickly and efficiently.
Collaboration Skills: Ability to work collaboratively with IT and business teams to enhance SAP functionalities and overall user experience.
Documentation Excellence: Proficiency in maintaining a detailed knowledge base by documenting common issues and solutions for future reference.
Training Capability: Skill in training end-users on basic SAP functionalities and troubleshooting, promoting user self-sufficiency.
Analytical Skills: Strong analytical abilities to monitor system performance and identify anomalies or disruptions effectively.
Escalation Management: Competency in identifying complex issues and escalating them promptly to ensure timely resolution by higher-level support.
Continuous Improvement: A proactive approach to participate in process improvement initiatives to optimize support operations and enhance user satisfaction.
Customer Service Orientation: A commitment to providing exceptional customer service, ensuring user needs are met promptly and efficiently.
Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

License and Certifications

Travel Requirements

5%: Up to 13 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Additional Requirements

What We Offer

Shift

West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com. Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.