?Key Responsibilities:• Serve as the first point of contact for SAP SD/MM issues raised by plant users, including basic integration process steps.
• Recognize and report incidents affecting integration with other SAP modules (such as FI, PP, WM) or external systems.
• Collaborate with the SAP Center of Excellence (COE) team and external partners to ensure timely escalation and proper routing of complex tickets.
• Log, categorize, and escalate issues that require higher-level troubleshooting—including integration, configuration, or customization problems—to the SAP COE/partner support as per defined protocols.
• Maintain clear records of incidents and their status in collaboration with COE/partner teams.
• Participate in regular check-ins or ticket reviews with COE/partners to help track and resolve recurring issues effectively.
• Investigate and resolve functional and integration issues between SD, MM, and other SAP modules and external systems; escalate highly complex or systemic issues to the SAP COE team/partners.
• Proactively collaborate with the SAP COE Team and implementation/support partners to address technical configuration, batch processing, system integration, or data synchronization problems.
• Contribute to projects, testing cycles, or upgrades in consultation with the SAP COE/partners, ensuring new releases and interface changes are robust for manufacturing needs.
• Maintain joint documentation of recurring and resolved tickets, coordinating knowledge sharing between plant support and COE teams.
• Deliver feedback from plant operations to COE/partner teams for continuous process improvement, and participate in end-user training and change management initiatives led by COE/partners.
• Monitor the effectiveness of issue resolution and service delivery for integration, reporting any systemic or cross-application challenges to COE/partner leadership.
• Proven teamwork skills and proactive communication with centralized SAP support teams (COE) and third-party partners, with a focus on collaboration, feedback sharing, and continuous improvement.
• 4–5 years' experience in SAP SD/MM support, preferably in a manufacturing plant or similar environment.
• Excellent verbal and written communication skills, with the ability to explain IT concepts to non-technical users and document issues effectively.
