Support Lead & Erp Apps Infrastruc jobs at West Pharma in India, Bengaluru

, D&T, ERP Applications & InfrastructureParticipate in process improvement initiatives to optimize support operations and user satisfaction.

• User Support: Provide front-line assistance for SAP users by addressing inquiries and resolving basic technical issues related to SAP modules.
• Issue Escalation: Identify, document, and escalate complex issues to Level 2/3 support teams when necessary, ensuring timely resolution.
• System Monitoring: Monitor SAP system performance and report any anomalies or disruptions to the relevant technical teams.
• Collaboration: Work closely with IT and business teams to improve user experience and enhance SAP system functionality.
• Documentation: Maintain a comprehensive knowledge base by documenting common issues and solutions to streamline future troubleshooting efforts.
• Training and Guidance: Assist in training end-users on basic SAP functionalities and trouble-shooting tips to enhance user autonomy.
• Continuous Improvement: Participate in process improvement initiatives to optimize support operations and user satisfaction.
• Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
• 24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

• Bachelor's Degree in Engineering
• Strong understanding of SAP modules and basic troubleshooting techniques.
• Excellent communication and problem-solving skills.
• Ability to work collaboratively in a team-oriented environment.
• Experience in providing technical support or customer service is preferred.

• Minimum 5–8 year overall experience in SAP Engagements

• Technical Proficiency: Strong understanding of SAP modules and basic troubleshooting techniques, enabling effective first-level support.
• Communication Skills: Excellent verbal and written communication skills to clearly address user inquiries and provide guidance.
• Problem-Solving Abilities: Demonstrated capability to identify and resolve basic technical issues quickly and efficiently.
• Collaboration Skills: Ability to work collaboratively with IT and business teams to enhance SAP functionalities and overall user experience.
• Documentation Excellence: Proficiency in maintaining a detailed knowledge base by documenting common issues and solutions for future reference.
• Training Capability: Skill in training end-users on basic SAP functionalities and troubleshooting, promoting user self-sufficiency.
• Analytical Skills: Strong analytical abilities to monitor system performance and identify anomalies or disruptions effectively.
• Escalation Management: Competency in identifying complex issues and escalating them promptly to ensure timely resolution by higher-level support.
• Continuous Improvement: A proactive approach to participate in process improvement initiatives to optimize support operations and enhance user satisfaction.
• Customer Service Orientation: A commitment to providing exceptional customer service, ensuring user needs are met promptly and efficiently.
• Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
• 24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

, D&T, ERP Applications & InfrastructureParticipate in process improvement initiatives to optimize support operations and user satisfaction.

• User Support: Provide front-line assistance for SAP users by addressing inquiries and resolving basic technical issues related to SAP modules.
• Issue Escalation: Identify, document, and escalate complex issues to Level 2/3 support teams when necessary, ensuring timely resolution.
• System Monitoring: Monitor SAP system performance and report any anomalies or disruptions to the relevant technical teams.
• Collaboration: Work closely with IT and business teams to improve user experience and enhance SAP system functionality.
• Documentation: Maintain a comprehensive knowledge base by documenting common issues and solutions to streamline future troubleshooting efforts.
• Training and Guidance: Assist in training end-users on basic SAP functionalities and trouble-shooting tips to enhance user autonomy.
• Continuous Improvement: Participate in process improvement initiatives to optimize support operations and user satisfaction.
• Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
• 24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

• Bachelor's Degree in Engineering
• Strong understanding of SAP modules and basic troubleshooting techniques.
• Excellent communication and problem-solving skills.
• Ability to work collaboratively in a team-oriented environment.
• Experience in providing technical support or customer service is preferred.

• Minimum 5–8 year overall experience in SAP Engagements

• Technical Proficiency: Strong understanding of SAP modules and basic troubleshooting techniques, enabling effective first-level support.
• Communication Skills: Excellent verbal and written communication skills to clearly address user inquiries and provide guidance.
• Problem-Solving Abilities: Demonstrated capability to identify and resolve basic technical issues quickly and efficiently.
• Collaboration Skills: Ability to work collaboratively with IT and business teams to enhance SAP functionalities and overall user experience.
• Documentation Excellence: Proficiency in maintaining a detailed knowledge base by documenting common issues and solutions for future reference.
• Training Capability: Skill in training end-users on basic SAP functionalities and troubleshooting, promoting user self-sufficiency.
• Analytical Skills: Strong analytical abilities to monitor system performance and identify anomalies or disruptions effectively.
• Escalation Management: Competency in identifying complex issues and escalating them promptly to ensure timely resolution by higher-level support.
• Continuous Improvement: A proactive approach to participate in process improvement initiatives to optimize support operations and enhance user satisfaction.
• Customer Service Orientation: A commitment to providing exceptional customer service, ensuring user needs are met promptly and efficiently.
• Team Management: Ability to manage a team of 5-10 people, ensuring smooth operation and collaboration across all team members.
• 24/7 Operation Management: Skilled in managing team operations in a 24x7 model throughout the year, maintaining availability and support across all time zones.

• Learn and assist in the design, development, and enhancement of applications in SAP Financial Accounting (FI) and Controlling (CO) modules.
• Participate in requirement gathering, configuration, testing, and documentation of SAP solutions supporting finance and controlling processes.
• Assist to develop and maintain software documentation, including functional specifications, user manuals, and training materials.
• Work with senior consultants to analyze business requirements and recommend technical or process-oriented improvements.
• Support ongoing system monitoring, data analysis, troubleshooting, and continuous improvement initiatives.
• Collaborate with business and IT teams on digital transformation and process automation projects.
• Stay up-to date with emerging technologies, industry trends, and best practices in software development.

• Professional qualifications such as CA, ICMA, CFA (final or intermediate levels)
• Masters degree in Business Management or similar such qualifications with financial accounting as one of the primary subjects
• Bachelors degree in Information Technology, Computer Science or alied disciplines.

• No min required 0-1 years of related work experience preferred

• Clear understanding of financial accounting concepts and financial reporting including familiarity with GAAPs.
• Good to have exposure in software development and software testing life cycle as well as the business approach for the product.
• Familiarity with software development methodologies such as Agile and Scrum.
• Proficiency in MS Excel, Power BI, database concepts will be desirable.
• Strong analytical and reasoning skills.
• Ability to work effectively in a team environment and collaborate with functional teams, and project managers.
• Attitude to self-initiate and learn
• Ability to work in a global and virtual environment and to effectively prioritize and execute tasks
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description

• SAP certification in FICO module
• Information Technology\Certified Scrum Developer (CSD) upon hire

Prefer 12pm – 9pm India time. Willingness to work outside of these hours as needed.