SAP Support Engineer

Job Summary : The SAP Support Engineer provides enterprise-level production support for SAP applications in a 24/7 operational environment. This role is support-first, focused on incident management, problem investigation, service restoration, and operational stability, with strong adherence to ITIL and service management principles. The role emphasizes troubleshooting ability, operational rigor, and the ability to learn and support complex platforms within our hybrid SAP state (ECC migration to S/4).

Principal Duties:

• Act as a technical resource to identify, analyze, diagnose and resolve issues for SAP applications.

• Provide L2 production support for SAP applications, focusing on rapid issue triage, service restoration, and operational stability.

• Collaborate with SAP functional teams, technical teams, and business partners to ensure stable, reliable system operation.

• Own and manage incidents, service requests, and problems through their full lifecycle in alignment with ITIL practices.

• Perform detailed incident analysis and troubleshooting, identifying root causes, workarounds, and resolution paths.

• Act as an escalation point for Tier 1 support teams and coordinate with senior SAP analysts, developers, basis teams, and vendors for complex issues.

• Identify opportunities to improve monitoring, alerting, automation, or support processes.

• Contribute to problem management through trend analysis, repeat-incident identification, and root cause investigations.

• Participate in the planning, implementation and testing of SAP features and functions.

• Assist with the configuration of SAP solutions while understanding cross module impacts across finance, inventory, sales and reporting.

• Support change and release activities by validating fixes prior to deployment and monitoring post-change outcomes during the multi-year transformation program.

• Support day-to-day operations for SAP ECC and/or SAP S/4HANA environments, focusing on monitoring, error handling, and functional issue resolution.

• Escalate functional or configuration-related issues appropriately while providing strong diagnostic input.

• Monitor application health, jobs, and interfaces to proactively identify and address issues before business impact occurs.

• Troubleshoot and resolve integration points between SAP and downstream/upstream systems, coordinating with integration and middleware teams as needed.

• Build working knowledge of SAP business processes and system behavior through hands-on support experience and mentorship.

• Understand how failures propagate across systems and processes, and communicate impact clearly to business and IT stakeholders.

• Create and maintain support documentation, runbooks, knowledge articles, and troubleshooting guides.

• Execute support activities in accordance with IT Service Management (ITSM) processes, including incident, problem, change, and release management.

• Ensure accurate and timely ticket documentation, including clear problem statements, investigation steps, resolution details, and business impact.

• Participate in post-incident reviews, lessons learned, and operational improvement initiatives.

• Strong analytical, diagnostic, and troubleshooting skills

• Solid understanding of ITIL / service management concepts and disciplined execution of support processes

• Strong written and verbal communication skills, including technical issue articulation

• Ability to manage multiple concurrent issues in a fast-paced production environment

• Proven ability to quickly learn complex enterprise systems and business processes

• Willingness to participate in on-call rotation and support critical operations

• Demonstrate strong ownership, accountability, and customer-focused behavior during high-impact incidents.

• Ability to participate in a 24/7 on-call rotation to support critical business operations, including after-hours incident response.

Basic Qualifications:

• Bachelor’s degree in Information Technology, Engineering, Business, or related field preferred

• 3+ years of experience in application support, production operations, or enterprise system support

• Demonstrated experience working in a formal ITSM / ITIL-driven support environment

• Experience supporting mission-critical business applications in production

• Ability to analyze system issues beyond surface-level symptoms and drive resolution

• Experience supporting ERP systems (SAP, Oracle, or similar)

• Exposure to SAP ECC and/or SAP S/4HANA environments

• Experience with system integrations, batch processing, or interfaces (IDOCs, EDI, middleware)

• Familiarity with retail, supply chain, finance, or large-scale transactional environments