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:

Architecture & Solution Design:

Define end-to-end architecture for SAP BTP-based solutions.
Design scalable, secure, and high-performance architectures across:

SAP S/4HANA (on-premise / cloud)
Non-SAP systems
Third-party applications
Create architecture blueprints, HLD/LLD, and governance frameworks.

SAP BTP Core Services:

Lead implementation and governance of:
Integration Suite (CI, API Mgmt, Event Mesh, Open Connectors)
Extension Suite (CAP, Kyma, Cloud Foundry)
SAP Build (Apps, Process Automation, Work Zone)
Design side-by-side extensions for S/4HANA.

Integration & Middleware:

Architect and implement integration scenarios:
SOAP / REST / OData APIs
IDoc, RFC-based integrations
Event-driven architectures

Lead migration from:
SAP PI/PO → BTP Integration Suite

Ensure reusability, scalability, and security in integrations.

API & Event Management:

Design and govern APIs using:

SAP API Management:

Implement event-driven solutions using:

SAP Event Mesh:

Define API lifecycle, throttling, versioning, and security policies.

1. Extension Development

Guide development using:

CAP (Node.js / Java)
SAP Fiori / UI5

Build extensions for:
S/4HANA (side-by-side model)
Custom business applications on BTP

Security & Identity:

Design identity and access architecture using:
SAP IAS / IPS / IAG
OAuth2, SAML, JWT
Implement secure integrations and authentication mechanisms.

Data & Analytics:

Work with:

SAP HANA Cloud:

SAP Datasphere
SAP Analytics Cloud (SAC)
Design data pipelines and real-time data replication scenarios.

Dev

Ops & Governance:

Define CI/CD pipelines for BTP deployments.
Use tools like:
Git, Jenkins, Transport Management System (TMS)

Ensure compliance with:
Security policies
Naming standards
Governance frameworks

Performance Optimization & Monitoring:

Monitor integrations using:

SAP Cloud ALM / Solution Manager
Optimize performance and troubleshoot issues.
Ensure high availability and disaster recovery readiness.

Required Skills & Qualifications:

Core Expertise

Strong hands-on experience in:

SAP BTP (Integration + Extension Suite)
SAP S/4HANA integration architecture

Deep knowledge of:

Hybrid integration scenarios
Cloud-native application design

Technical Skills:

Expertise in:

Cloud Integration (CI)
API Management
Event Mesh
CAP (Node.js / Java)

Knowledge of:

SAP Fiori/UI5
REST APIs, OData, JSON, XML

Other Requirements

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