SAP L2/L3 Functional Support SME

Role : SAP L2/L3 Functional Support SME -10+ Years

Company Name : WillWare Technologies

Work Model : Remote / Contract

Experience : 10+ Years

Shift-based L2 support with 24 7 P1/P2

Job Description :

Role Overview

We are looking for an experienced SAP Application Support SME to provide L2/L3 functional and technical support for a critical SAP landscape. The SME will be responsible for resolving complex production issues, managing P1/P2 escalations, driving RCA, and ensuring SLA compliance across SAP applications.

Key Responsibilities

L2/L3 Functional Support

• Provide L2/L3 support for SAP SD/CS, MM, PP, PM, and FICO modules.
• Analyze and resolve complex production incidents and service requests.
• Troubleshoot business-process issues, configuration problems, master-data issues, and integration failures.
• Act as an SME for escalated functional issues.
• Coordinate with business users, L1 teams, technical teams, and vendors.

Technical Support

• Provide technical support and troubleshooting across ABAP, Fiori, Basis, and SAP Security.
• Perform debugging and technical analysis for complex incidents.
• Coordinate with Basis, development, security, and infrastructure teams for issue resolution.
• Support SAP jobs, interfaces, transports, authorizations, and system-related issues.

Cloud & Integration

• Support SAP BTP, Cloud Connector, interfaces, APIs, and integration-related issues.
• Troubleshoot SAP-to-SAP and SAP-to-non-SAP integrations.
• Provide support for SAP Cloud ALM monitoring and application lifecycle activities.
• Coordinate with integration and cloud teams for complex incidents.

Incident & Problem Management

• Handle P1/P2 escalations and ensure timely resolution within defined SLAs.
• Perform detailed Root Cause Analysis (RCA) for recurring and critical incidents.
• Drive Problem Management and identify permanent fixes.
• Participate in Change Management and release activities.
• Maintain knowledge articles, support documentation, and troubleshooting guides.

24 7 Support

• Provide shift-based L2 support for the SAP production environment.
• Participate in 24 7 P1/P2 escalation and on-call support.

Required Skills

• Strong experience in SAP Application Support / AMS / Production Support.
• Expertise in one or more SAP modules: SD, CS, MM, PP, PM, FICO.
• Strong understanding of L2/L3 support processes.
• Experience handling P1/P2 incidents, SLA, RCA, Incident and Problem Management.
• Exposure to ABAP, Fiori, Basis, and Security.
• Knowledge of SAP BTP, Cloud Connector, Interfaces/Integration, and Cloud ALM.
• Experience with SAP S/4HANA is preferred.
• Strong stakeholder and escalation-management skills.
• Experience working in 24 7 shift/on-call support environments.
• ITIL/Service Management knowledge or certification is preferred.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.