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

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

• 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.

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

• 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.

Travel Requirements

Physical Requirements

Shift

• Work Timing -12:00pm to 9:00pm
• Occasional on-call work required