SAP L1 Support Team Lead

2 days ago

Noida Uttar Pradesh India Synthlane Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are looking for a hands -on SAP L1 Support Team Lead to guide and manage a team of SAP L1 Support Engineers while actively participating in troubleshooting and escalation management. The ideal candidate combines leadership with strong technical and process knowledge to ensure smooth, high -quality SAP support operations.You will be responsible for ensuring tickets are resolved efficiently, mentoring team members, improving processes, and maintaining excellent relationships with both end -users and higher -level support teams. RequirementsKey Responsibilities: Team Leadership & Coordination     •    Lead, mentor, and motivate a team of SAP L1 Support Engineers to deliver consistent, high -quality support.     •    Assign and balance daily workload, ensuring SLA compliance and optimal team performance.     •    Conduct regular team reviews, coaching sessions, and performance evaluations. Hands -on Support & Escalations     •    Personally handle complex or high -impact L1 incidents and perform root cause analysis.     •    Escalate issues appropriately to L2/L3 teams, ensuring detailed handover and follow -up.     •    Participate in daily operational activities (ticket handling, user communication, and documentation). Process & Quality Management     •    Track and analyze ticket trends, identify recurring issues, and initiate preventive actions.     •    Maintain and enhance the internal knowledge base with new resolutions and best practices.     •    Continuously improve processes for faster turnaround and higher user satisfaction. Collaboration & Reporting     •    Act as the key liaison between business users, L2/L3 teams, and IT management.     •    Prepare weekly and monthly reports on ticket volumes, SLA metrics, and team performance.     •    Participate in service reviews and support audits, ensuring adherence to ITIL standards. Required Skills:     •    Strong hands -on experience in SAP L1 support (user management, authorization issues, transaction errors, master data support).     •    Good understanding of SAP functional areas (FI/CO, MM, SD, or HR).     •    Experience with ticketing systems such as ServiceNow, Remedy, or SAP Solution Manager.     •    Excellent troubleshooting, documentation, and analytical skills.     •    Strong communication and interpersonal abilities to handle users and coordinate with other teams.     •    Proven experience leading or mentoring a small support team. Qualifications:     •    Bachelor's degree in Computer Science, Information Technology, or related field.     •    4–7 years of total experience in SAP support with at least 1–2 years in a team lead capacity.     •    ITIL Foundation or SAP certification preferred. Performance Indicators:     •    SLA adherence and ticket closure rate     •    Team response and resolution time     •    User satisfaction and feedback     •    Knowledge base contribution and process improvements     •    Reduction in repeat or escalated incidents

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