B2_SAP Support Manager_Mumbai,Pune,Nagpur,Vijaywada,Chennai,Banglore,Rayagiri

2 weeks ago


Mumbai, Maharashtra, India savictechn Full time ₹ 20,00,000 - ₹ 25,00,000 per year
SAP Support Manager –
Key Responsibilities -
 
1. Support Delivery & Escalation Management
  • Own end-to-end SAP AMS delivery across assigned accounts.
  • Monitor ticket queues, prioritize incidents, and ensure timely resolution.
  • Act as the primary escalation point for clients and internal teams.
2. Team Leadership & Resource Alignment
  • Manage global support consultants, shift planning, and weekend coverage.
  • Drive onboarding, KT sessions, and performance tracking.
  • Ensure resource allocation aligns with SLA commitments and client expectations.
3. Client Engagement & Governance
  • Conduct weekly/monthly governance calls with clients.
  • Share ticket analytics, RCA reports, and improvement plans.
  • Maintain high CSAT through proactive communication and delivery excellence.
4. Operational Excellence
  • Track KPIs: ticket aging, resolution time, backlog, and compliance.
  • Implement best practices for UAT closure, version control, and documentation.
  • Collaborate with ABAP, BASIS, and functional teams for cross-module fixes.
5. Innovation & Process Improvement
  • Identify automation opportunities using AI, predictive analytics, or RPA.
  • Contribute to SAVIC's thought leadership via internal forums and LinkedIn.
  • Support internal audits, ISO compliance, and knowledge base creation.
6. Qualifications & Skills
  • Bachelor's degree in IT, Engineering, or related field.
  • Strong understanding of SAP modules (FICO, MM, SD, PP, HCM).
  • Experience with ticketing tools (ServiceNow, Remedy, SAVIC Portal).
  • Excellent communication, escalation handling, and client-facing skills.
  • ITIL certification preferred; SAP certification is a plus.


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