B2_SAP Support Manager_Mumbai,Pune,Nagpur,Vijaywada,Chennai,Banglore,Rayagiri
1 week ago
Key Responsibilities -
1. Support Delivery & Escalation Management
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Own end-to-end SAP AMS delivery across assigned accounts.
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Monitor ticket queues, prioritize incidents, and ensure timely resolution.
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Act as the primary escalation point for clients and internal teams.
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Manage global support consultants, shift planning, and weekend coverage.
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Drive onboarding, KT sessions, and performance tracking.
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Ensure resource allocation aligns with SLA commitments and client expectations.
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Conduct weekly/monthly governance calls with clients.
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Share ticket analytics, RCA reports, and improvement plans.
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Maintain high CSAT through proactive communication and delivery excellence.
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Track KPIs: ticket aging, resolution time, backlog, and compliance.
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Implement best practices for UAT closure, version control, and documentation.
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Collaborate with ABAP, BASIS, and functional teams for cross-module fixes.
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Identify automation opportunities using AI, predictive analytics, or RPA.
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Contribute to SAVIC's thought leadership via internal forums and LinkedIn.
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Support internal audits, ISO compliance, and knowledge base creation.
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Bachelor's degree in IT, Engineering, or related field.
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Strong understanding of SAP modules (FICO, MM, SD, PP, HCM).
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Experience with ticketing tools (ServiceNow, Remedy, SAVIC Portal).
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Excellent communication, escalation handling, and client-facing skills.
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ITIL certification preferred; SAP certification is a plus.
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