L1.5 Service Desk SAP Supply Chain Support

Job Title: L1.5 Service Desk - SAP Supply Chain Support
Experience: 6-8 Years
Location: Pan India
Work Mode: Onsite

Job Summary:

We are looking for an experienced L1.5 SAP Supply Chain Support Engineer with 6-8 years of experience in SAP Supply Chain support and IT Service Management. The ideal candidate should have hands-on experience in handling incidents service requests troubleshooting SAP Supply Chain modules and ensuring SLA-driven support in an ITIL environment.

Key Responsibilities:

Handle incidents service requests and user queries through ITSM tools such as ServiceNow Remedy or Jira.
Perform L1.5 troubleshooting and provide first-level resolution for SAP Supply Chain-related issues.
Monitor ticket queues prioritize incidents based on SLA and ensure timely resolution.
Escalate unresolved issues to L2/L3 support teams with proper documentation.
Support SAP Supply Chain modules including:
SAP MM (Materials Management)
SAP PP (Production Planning)
SAP WM/EWM (Warehouse Management)
SAP SD (Sales & Distribution)
Coordinate with business users and technical teams for issue resolution.
Perform root cause analysis (RCA) for recurring incidents and recommend preventive actions.
Monitor SAP batch jobs interfaces and system alerts to ensure uninterrupted business operations.
Create and maintain Knowledge Base Articles (KBA) SOPs and support documentation.
Participate in rotational shifts to provide continuous production support.
Ensure adherence to ITIL processes SLA and KPI targets.

Required Skills:

6-8 years of experience in SAP Supply Chain Support or Service Desk Operations.
Strong knowledge of SAP Supply Chain business processes.
Hands-on experience supporting:
SAP MM
SAP PP
SAP WM/EWM
SAP SD
Experience with ITSM tools such as:
ServiceNow
Remedy
Jira
Good understanding of incident problem and service request management.
Strong troubleshooting and analytical skills.
Experience in SLA/KPI-driven production support.
Excellent communication and stakeholder management skills.
Experience working in an ITIL-based support environment.

Required Skills:

ITSMJIRAMATERIALS MANAGEMENTSAPKPI