·        Lead end-to-end SAP ABAP production support and application maintenance services, ensuring timely resolution of incidents, service requests, and problem tickets.

·        Manage SAP BI/BW support activities including data loads, process chains, extractors, transformations, queries, performance tuning, and reporting issue resolution.

·        Act as the primary escalation point for critical production issues and coordinate cross-functional teams for faster recovery and root-cause resolution.

·        Oversee ticket triage, prioritization, SLA adherence, and support metrics for ABAP and BI/BW workstreams.

·        Drive defect prevention, knowledge management, support documentation, and continuous service improvement initiatives.

·        Collaborate with functional, Basis, security, integration, and infrastructure teams to ensure stable and reliable SAP operations.

·        Review and guide technical solutions for enhancements, interfaces, reports, forms, conversions, and custom developments.

·        Support release planning, transport management, regression coordination, and production deployment readiness.

·        Partner with business stakeholders to understand support trends, recurring pain points, and opportunities for automation or optimization.

·        Ensure compliance with development standards, audit requirements, change management processes, and support governance.

·        15+ years of SAP experience with strong hands-on expertise in ABAP development and application support.

·        3+ years of experience in SAP BI/BW, including data modeling, extraction, transformations, process chains, query support, and performance troubleshooting.

·        4+ years of experience in a team lead or manager role, managing support teams in an enterprise SAP environment.

·        Strong technical knowledge of ABAP objects including reports, ALV, interfaces, enhancements, BADIs, user exits, Scripts, SmartForms, Adobe Forms, RFC, BAPI, and IDocs.

·        Good experience in Fiori frontend development with WEBIDE & GIT.

·        Solid understanding of SAP ECC and/or S/4HANA environments, transport management, incident management, and change control processes.

·        Technical experience in CRM is preferred

·        Experience working in production support or AMS environments with exposure to SLA-driven support models.

·        Strong debugging, root-cause analysis, and problem-solving skills across ABAP and BI/BW components.

·        Excellent communication skills with the ability to interact effectively with business users, functional teams, and senior leadership.

Preferred Qualifications

·        Experience with BW on HANA, BW/4HANA, CDS views, AMDP, and modern SAP reporting technologies.

·        Exposure to SAP Fiori, OData, SAP Analytics Cloud, or SAP Datasphere.

·        Experience supporting integrations with middleware and non-SAP systems.

·        Experience in manufacturing, supply chain, finance, or other large-scale enterprise environments.

·        Familiarity with Agile delivery, DevOps practices, and service improvement frameworks.

·        Lead, mentor, and develop a team of ABAP and BI/BW support professionals through coaching, feedback, and career development planning.

·        Create a positive, accountable, and collaborative team culture focused on service quality, ownership, and continuous learning.

·        Set clear priorities, manage team workload effectively, and ensure balanced resource utilization across support and enhancement activities.

·        Build strong relationships with stakeholders by communicating clearly, managing expectations, and providing regular status updates.

·        Demonstrate calm and structured leadership during high-priority incidents and production escalations.

·        Promote high standards in technical quality, documentation, process compliance, and customer service.

·        Drive team engagement, conflict resolution, and cross-team collaboration across global or distributed support models.

·        Identify skill gaps, support training plans, and encourage adoption of new SAP technologies and best practices.

·        Strong ownership mindset with the ability to balance technical depth and managerial effectiveness.

·        Ability to improve support operations while maintaining business continuity and service reliability.

·        Customer-focused approach with strong stakeholder engagement and communication skills.

·        Commitment to continuous improvement, team development, and operational excellence.