West Pharma Support Lead & ERP Apps Infrastruc 

India, Karnataka, Bengaluru 

555832987

, 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.