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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 regions
- Oversee 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 basis
- Coordinate with clients to understand their SAP system requirements and address issues promptly
- Follow processes that ensure the efficiency and quality of SAP support services
- Monitor and report on service delivery performance metrics (KPIs) and client satisfaction to the US SDM
- Collaborate with the US SDM and cross-functional teams to facilitate the resolution of tickets and incidents, including handover and knowledge transfer, when necessary
- Ensure compliance with industry standards and best practices in service delivery
- Handle escalations to the US SDM and US-based support team, when necessary
Minimum Requirements:
- Bachelor’s degree in Information Technology, Software Engineering, or a related field
- Minimum 5 years of experience in SAP support service delivery role
- Strong understanding of SAP systems, including SAP S/4HANA and related modules
- Functional or technical background in one or more SAP Logistics workstreams:
- Proven experience in delivering high-quality support services
- Excellent problem-solving and decision-making skills
- Strong communication and interpersonal skills for effective client and team interactions
- Ability to manage multiple priorities and deliver results in a fast-paced environment
o Order to Cash (OTC) – SD / LE / EDI
o Procure to Pay (PTP) – MM / IM / WM
o Plan to Manufacture (PTM) - PP / QM / PM
Preferred Qualifications:
- SAP certification in relevant modules
- Knowledge of cloud-based SAP solutions
- Experience with ITIL or other service management frameworks
- Experience in previous supervisory or leadership roles
- Previous experience working in a global support model
- Experience in logistics operations in industries such as manufacturing, automotive, retail, or distribution
- Solid understanding of logistics business processes: procurement, order fulfillment, shipping, warehousing, transportation, inventory management
- Ability to understand and troubleshoot IDocs, batch jobs, and interface errors
₹18,00,000 - ₹38,00,000 a year
About 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. www.reply.com
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