Pune, Maharashtra
Job Summary
SAP Application Support Specialist (2nd-Level) , who acts as the single operational interface between business users, helpdesk (1st-Level) and 3rd-level SAP experts .
The role focuses on handling and resolving SAP incidents and service requests, ensuring stable daily operations for multiple Asia-Pacific countries .
The position plays a key role in providing timely, high-quality SAP support aligned with regional business hours and global IT service standards.
Key Responsibilities
Provide 2nd-level SAP application support for business users across Asia-Pacific regions
Handle tickets via the centralized ITSM / ticketing system (ServiceNow)
Analyze, reproduce, and resolve routine functional incidents and service requests
Perform initial root cause analysis and define functional correction approaches before escalating to 3rd level
Execute customizing changes within approved standards and templates
Ensure compliance with defined SLAs, support processes, and documentation standards
Coordinate and communicate efficiently & empathetic with business users
Support daily business operations , including critical and time-sensitive issues
Ensure proper ticket documentation, categorization, and prioritization
Maintain support documentation, knowledge articles, and process descriptions
Participate in continuous improvement initiatives to enhance support quality and efficiency
Support testing activities related to fixes, changes, and minor enhancements
Ensure smooth cross-module collaboration , especially with FI, MM, and logistics (SD)-related processes
Skill Requirements
3+ years of experience in SAP Application Support or SAP Consulting
Hands-On experience in the SAP MM module related to purchase orders (PO).
Experience in 2nd-level support environments with ticket-based operations
SAP certifications in S/4HANA Logistics or MM are an advantage
Basic understanding of SAP integration points with FI and other modules
Experience working in international, multi-country support environments
Familiarity with ITIL-based support processes is desirable
Other Requirements
Strong analytical and problem-solving skills
High level of service orientation and reliability - > Service mindset
Ability to work efficiently in SLA-driven support environments
Good communication skills with business and IT stakeholders
Ability to work independently while being a strong team player
Structured, detail-oriented, and proactive working style
Willingness to continuously learn and adapt to SAP and process changes
Tools & Systems Experience
SAP S/4HANA
ServiceNow (SNOW) for ticketing
Microsoft Office / M365 collaboration tools
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