SAP Lead Support Consultant – Logistics
Reply! Inc.
Syskoplan Reply is a part of the Reply Network, focused on delivering transformative projects to our clients leveraging SAP solutions. Syskoplan Reply is an SAP Gold partner and has recognized expertise executing global projects in various industries and a wide range of competencies including business process consulting, customer experience, intelligent automation, ERP and more. Syskoplan Reply is looking to add an SAP Lead Support Consultant (Off-Shore) – Logistics to our off-shore team who has experience working hands-on in SAP Support. A successful candidate will have deep, functional process and configuration knowledge of SAP; a strong work ethic; is client-centric in thinking and approach, is well organized, analytically skilled, detailed-oriented, and quality minded. This individual must be an excellent communicator with strong English language fluency and be able to convey complex problems to both internal and external cross-functional teams, including to our US-based support team and US-based clients.Responsibilities:Act as the lead point of contact for logistics-related SAP support activities (incident triage and resolution) covering the EMEA time zone, as well as off-hours support for the NAMER/SAMER regionsOversee the delivery of SAP support services, ensuring alignment with client expectations and service level agreements (SLAs), as outlined by the US-based Service Delivery Manager (SDM)Supervise a local team of SAP support specialists, providing guidance and ensuring quality delivery on an ongoing basisCoordinate with clients to understand their SAP system requirements and address issues promptlyFollow processes that ensure the efficiency and quality of SAP support servicesMonitor and report on service delivery performance metrics (KPIs) and client satisfaction to the US SDMCollaborate with the US SDM and cross-functional teams to facilitate the resolution of tickets and incidents, including handover and knowledge transfer, when necessaryEnsure compliance with industry standards and best practices in service deliveryHandle escalations to the US SDM and US-based support team, when necessaryMinimum Requirements:Bachelor’s degree in Information Technology, Software Engineering, or a related fieldMinimum 5 years of experience in SAP support service delivery roleStrong understanding of SAP systems, including SAP S/4HANA and related modulesFunctional or technical background in one or more SAP Logistics workstreams:o Order to Cash (OTC) – SD / LE / EDI o Procure to Pay (PTP) – MM / IM / WMo Plan to Manufacture (PTM) - PP / QM / PM Proven experience in delivering high-quality support servicesExcellent problem-solving and decision-making skillsStrong communication and interpersonal skills for effective client and team interactionsAbility to manage multiple priorities and deliver results in a fast-paced environmentPreferred Qualifications:SAP certification in relevant modulesKnowledge of cloud-based SAP solutionsExperience with ITIL or other service management frameworksExperience in previous supervisory or leadership rolesPrevious experience working in a global support modelExperience in logistics operations in industries such as manufacturing, automotive, retail, or distributionSolid understanding of logistics business processes: procurement, order fulfillment, shipping, warehousing, transportation, inventory managementAbility to understand and troubleshoot IDocs, batch jobs, and interface errors₹18,00,000 - ₹38,00,000 a yearAbout Reply Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.
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