SAP Support Lead

SAP Support Lead

Location: Pasig City

Work Schedule: Hybrid (3 Days Onsite 2 Days Work From Home)

Key Responsibilities

• Operational Support & Issue Resolution:
  • Respond to and resolve user inquiries service requests and incidents within agreed Service Level Agreements (SLAs).
  • Perform root-cause analysis to prevent recurring incidents minimizing business disruption and operational loss.
  • Analyze top service requests and incident trends regularly to recommend IT product or service quality enhancements.

• System Enhancements & ERP Project Delivery:
  • Gather user requirements define scope and timelines and create/update functional and configuration documentation.
  • Design configure test and implement ERP-related applications custom solutions and cross-functional workflows to agreed specifications.
  • Ensure project deliverables are met on time with complete documentation of business requirements.

• Process Improvement & Business Solutions Mapping:
  • Collaborate with business IT teams and external technology providers to map customer needs into optimized IT solutions.
  • Design new processes and improve existing work processes while maintaining up-to-date business process documentation.
  • Provide expert input to improve system reliability availability and performance to boost overall productivity.

• Functional Leadership & Account Management:
  • Act as the Subject Matter Expert (SME) and primary point of contact for assigned SAP module capabilities and system setups.
  • Coordinate cross-divisional IT activities monitor account projects and assist in preparing account plans.
  • Provide guidance to functional teams manage internal or consultant teams set project milestones and deliver constructive performance feedback.

Qualifications

• Education: Bachelors Degree in Business Computer Science Information Technology or any related field.
• Experience: At least 710 years of overall SAP experience covering full lifecycle project implementation and post-go-live operational support.
• Target SAP Modules (Priority): Deep expertise in one or more of the following: EWM PP/QM Business Network PPDS MDG Datasphere SAC or FICO (with strong CO experience).
• Domain & Integration Expertise:
  • Solid understanding of business processes and cross-module integration across SAP and non-SAP systems.
  • Strong ability to perform thorough root-cause analysis and independently solve complex technical and functional issues.
• Operations & Problem-Solving Skills:
  • Proven track record in hitting operational SLAs and managing end-to-end project deliverables.
  • Strong business acumen to prioritize incidents and requests based on operational urgency and cross-departmental impact.
• Leadership & Soft Skills:
  • Experience managing internal project teams or external consultants setting milestones and tracking performance.
  • Excellent written and verbal communication skills with strong meeting facilitation capabilities.