#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-SAP SD AI Support Lead
Mumbai
Requisition ID: 55836
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If you are a current employee click here to apply.
Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact. That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value to our stakeholders. In 2025, Sealed Air generated $5.4 billion in sales and has approximately 16,100 employees who serve customers in 119 countries/territories. To learn more, visit www.sealedair.com .
SAP SD AI Support Lead
We are seeking an experienced IT Functional Analyst – SAP Sales & Distribution (SD) Support Lead to join our IT support organization. The SAP SD Support Lead will be responsible for leading global SAP SD application support services, ensuring operational stability, service excellence, and continuous improvement across Order-to-Cash processes. This role serves as the functional lead for SAP SD, partnering with business stakeholders, delivery teams, and support organizations to maximize business value while driving automation, AI-enabled support capabilities, and SAP S/4HANA readiness.
This is a hands-on support and team leadership role suited to someone who can work independently, provide direction to the SD support team, manage priorities across incidents and enhancements, engage stakeholders confidently, drive tickets and changes to closure, coordinate testing, document solutions clearly, and bring structure to ambiguous or fast-moving situations.
The role also requires an AI-ready and automation-minded professional who can help identify practical opportunities to improve support productivity through knowledge management, ticket analysis, documentation, testing support, process standardization, and responsible use of approved AI tools.
Why we need you
Key Responsibilities
Team Leadership, Governance, and Service Performance
Lead day-to-day SD application support activities by coordinating work across internal analysts, technical teams, AMS/vendor partners, and business stakeholders.
Set clear priorities for incidents, service requests, enhancements, testing, and production support activities, ensuring alignment with business-critical applications and operational priorities.
Monitor support performance through SLA adherence, ticket ageing, backlog health, recurring incident trends, escalation status, and service quality indicators.
Drive operational discipline through regular ticket reviews, backlog governance, problem management, root-cause analysis, knowledge management, and continuous service improvement actions.
Provide coaching, guidance, and functional direction to SD support team members, helping build capability, consistency, and accountability across the support model.
Communicate support status, risks, blockers, and improvement opportunities clearly to IT leadership, business stakeholders, and cross-functional partners.
What are we looking for in you
SAP SD Support, and Required Skills
Lead global SAP SD application support operations across Order-to-Cash processes, ensuring SLA compliance, service excellence, operational stability, and continuous improvement.
Own and support end-to-end SAP SD functionality, including sales orders, pricing, shipping, billing, returns, credit management, output management, customer master, material master, tax determination, and sales document configuration.
Serve as the primary functional lead for global Order-to-Cash processes, translating business requirements into practical SAP SD solutions and support outcomes.
Manage incidents, service requests, problem management, major incidents, change management, release activities, root-cause analysis, and sustainable corrective and preventive actions.
Partner with Commercial, Customer Service, Supply Chain, Pricing, Master Data, ABAP, Integration, and technical teams to optimize Order-to-Cash processes and resolve defects or enhancements.
Prepare clear functional specifications, configuration documentation, test scripts, knowledge articles, process documentation, runbooks, support playbooks, process maps, and training materials.
Coordinate SIT, UAT, regression testing, deployment validation, cutover planning, post-go-live stabilization, implementation support, upgrades, migrations, global template rollouts, and SAP S/4HANA SD initiatives.
Ensure effective integration with MM, PP, WM/EWM, tax engines, pricing platforms, eCommerce solutions, EDI, middleware, logistics execution, external order management applications, and other connected systems.
Apply ITIL practices across incidents, problem, change, release, escalation, SLA tracking, backlog management, continuous improvement reporting, and support performance management.
Support SD controls and compliance expectations, including change control, SOX/internal controls, segregation of duties awareness, audit support, and evidence preparation.
Drive support automation, AI-enabled knowledge management, ticket analysis, monitoring, support metrics, trend analysis, recurring issue reporting, and productivity improvements using approved tools responsibly.
Lead and mentor onsite, offshore, and vendor support resources across global regions and time zones, with strong stakeholder management and communication skills for technical and non-technical audiences.
Demonstrate proactive ownership, strong problem-solving, meeting facilitation, action tracking, project coordination, and the ability to create structure in ambiguous or fast-moving situations.
AI Adoption and Digital Mindset
Promote responsible use of approved AI tools and automation practices within SAP SD and Commercial application support.
Identify opportunities to improve support productivity through ticket categorization, knowledge article creation, recurring issue analysis, test scenario development, documentation drafting, and user enablement.
Use AI-enabled tools responsibly to summarize requirements, analyze defects, draft process documentation, support testing activities, and identify practical improvement opportunities.
Ensure all AI and automation usage aligns with company standards, security expectations, data privacy requirements, auditability, and responsible AI principles.
Education and Experience
Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, Business, or a related discipline.
12+ years of overall IT or business application support experience.
8+ years of hands-on SAP SD experience.
Relevant SAP, ITIL, project management, or agile certifications are a plus.
Core Values
What are our core values?
Integrity
Determined
Innovative
Collaborative
Why work at Sealed Air?
We have a very diverse and inclusive culture.We invest in developing our people. You can hone your expertise and further develop your career with a global leader in packaging solutions.You will work with talented and creative professionals working in a collaborative environment that celebrates insatiable curiosity and diverse ideas.If you are looking for a new challenge in a company deemed as essential service, then we want to hear from you!Please Note: - You must have a work-rights to be considered for this job. A detailed job description is available.*No contacts from recruitment agencies please.Sealed Air does not accept unsolicited resumes from vendors (including without limitation search firms, staffing agencies, fee-based referral services and recruiting agencies) and will not pay any associated fees for unsolicited resumes presented to any employee of our company.Any resume submitted in the absence of a recruitment agreement with an approved vendor signed by an authorized representative of Sealed Air shall be deemed the sole property of Sealed Air.
Requisition id: 55836
Relocation: No
Sealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We take pride in our selection process to identify, infuse, and grow talent to align with our culture, values, and norms. Sealed Air prioritizes talent development, fostering a culture of continuous growth and career progression. The company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state and local laws.
- Please be cautious of fraudulent recruiting efforts using the Sealed Air name or logo. Sealed Air will never request private information during the application process, such as a Driver's License or Social Security Number. If you have any concerns about information received from SEE during the application process, please reach out to us directly at [email protected].
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-Information at a Glance
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WHY WORK AT SEALED AIR?
It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.
Corporate sustainability - it’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
Customer Success - meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
Leaving our communities better than we found them through dedication of time, talent and resources.
