B2_SAP Support Manager_Mumbai,Pune,Nagpur,Vijaywada,Chennai,Banglore,Rayagiri
SAVIC.com
Office
Mumbai, MH, IN
Full Time
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.
- 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.
- Conduct weekly/monthly governance calls with clients.
- Share ticket analytics, RCA reports, and improvement plans.
- Maintain high CSAT through proactive communication and delivery 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.
- 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.
- 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.
B2_SAP Support Manager_Mumbai,Pune,Nagpur,Vijaywada,Chennai,Banglore,Rayagiri
Office
Mumbai, MH, IN
Full Time
September 26, 2025