Senior Support Lead

Job Summary

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.

2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.

3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.

4. To provide technical assistance to the team members in resolving customer issues.

5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

Key Responsibilities:

1. SAP Basis Administration (S/4HANA)

Manage and administer SAP S/4HANA systems (on-premise / cloud).
Perform core Basis activities:
System installation, upgrades, and patching
Client copies, transport management (TMS)
Kernel upgrades and SPAU/SPDD activities
Monitor system health, availability, and performance.

1. RISE with SAP (Cloud Operations)

Work with RISE with SAP landscapes (Private/Public Cloud):
Coordinate with SAP for provisioning and lifecycle management
Manage SLAs, incidents, and service requests via SAP
Understand hyperscaler environments (AWS, Azure, GCP).
Ensure compliance with SAP cloud standards and best practices.

Infrastructure & HANA Administration:

Administer SAP HANA databases:

Backup & recovery
Performance tuning
System replication / High Availability (HA/DR)

Monitor infrastructure:
CPU, memory, disk utilization
Network and storage performance

1. Cloud ALM (CALM) for Operations

Implement and manage SAP Cloud ALM for Operations:

Business Process Monitoring:

Integration Monitoring

Health & Performance Monitoring:

Job & Automation Monitoring:

Configure alerts, dashboards, and notifications.
Ensure proactive incident detection and resolution.

Monitoring & Incident Management:

Set up end-to-end monitoring:
Application, database, and interface monitoring

Manage incidents using ITSM tools (e.g., Service Now).
Perform root cause analysis for system issues.
Ensure SLA adherence and reporting.

Transport & Change Management:

Manage:
Transport landscape (DEV–QA–PRD)
Cloud ALM deployment pipelines
Ensure proper release management and governance.

Security & Compliance:

Support:

User administration (basic)
Role transport coordination

Ensure compliance with:
Audit requirements
Security policies
Coordinate with security teams for IAM activities.

Automation & Optimization:

Identify opportunities for:
Automation of routine Basis tasks
Performance optimization
Use scripting/tools for operational efficiency.

Disaster Recovery & Business Continuity:

Implement and monitor:
High Availability (HA)
Disaster Recovery (DR)
Periodically test DR scenarios and readiness.

Required Skills & Expertise:

Core Skills:

Strong experience in:

SAP Basis (S/4HANA)

SAP HANA administration:

RISE with SAP operations

Hands-on experience with:

SAP Cloud ALM (CALM)

Technical Skills:

Knowledge of:

Hyperscalers (Azure / AWS / GCP)
OS (Linux/Unix)
Database (HANA)

Familiarity with:

Transport Management System (TMS)

SAP Fiori administration:

Other Requirements

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