SAP SD AI Support Lead

Job Summary

We are seeking an experienced IT Functional Analyst - SAP Sales & Distribution (SD) Support Lead to join our IT support organization. The SAP SD Support Lead will be responsible for leading global SAP SD application support services, ensuring operational stability, service excellence, and continuous improvement across Order-to-Cash processes. This role serves as the functional lead for SAP SD, partnering with business stakeholders, delivery teams, and support organizations to maximize business value while driving automation, AI-enabled support capabilities, and SAP S/4HANA readiness. Location: Mumbai.

This is a hands-on support and team leadership role suited to someone who can work independently, provide direction to the SD support team, manage priorities across incidents and enhancements, engage stakeholders confidently, drive tickets and changes to closure, coordinate testing, document solutions clearly, and bring structure to ambiguous or fast-moving situations.

The role also requires an AI-ready and automation-minded professional who can help identify practical opportunities to improve support productivity through knowledge management, ticket analysis, documentation, testing support, process standardization, and responsible use of approved AI tools.

Key Responsibilities

• Lead day-to-day SD application support activities by coordinating work across internal analysts, technical teams, AMS/vendor partners, and business stakeholders.
• Set clear priorities for incidents, service requests, enhancements, testing, and production support activities, ensuring alignment with business-critical applications and operational priorities.
• Monitor support performance through SLA adherence, ticket ageing, backlog health, recurring incident trends, escalation status, and service quality indicators.
• Drive operational discipline through regular ticket reviews, backlog governance, problem management, root-cause analysis, knowledge management, and continuous service improvement actions.
• Provide coaching, guidance, and functional direction to SD support team members, helping build capability, consistency, and accountability across the support model.
• Communicate support status, risks, blockers, and improvement opportunities clearly to IT leadership, business stakeholders, and cross-functional partners.

What are we looking for in you

SAP SD Support, and Required Skills

• Lead global SAP SD application support operations across Order-to-Cash processes, ensuring SLA compliance, service excellence, operational stability, and continuous improvement.
• Own and support end-to-end SAP SD functionality, including sales orders, pricing, shipping, billing, returns, credit management, output management, customer master, material master, tax determination, and sales document configuration.
• Serve as the primary functional lead for global Order-to-Cash processes, translating business requirements into practical SAP SD solutions and support outcomes.
• Manage incidents, service requests, problem management, major incidents, change management, release activities, root-cause analysis, and sustainable corrective and preventive actions.
• Partner with Commercial, Customer Service, Supply Chain, Pricing, Master Data, ABAP, Integration, and technical teams to optimize Order-to-Cash processes and resolve defects or enhancements.
• Prepare clear functional specifications, configuration documentation, test scripts, knowledge articles, process documentation, runbooks, support playbooks, process maps, and training materials.
• Coordinate SIT, UAT, regression testing, deployment validation, cutover planning, post-go-live stabilization, implementation support, upgrades, migrations, global template rollouts, and SAP S/4HANA SD initiatives.
• Ensure effective integration with MM, PP, WM/EWM, tax engines, pricing platforms, eCommerce solutions, EDI, middleware, logistics execution, external order management applications, and other connected systems.
• Apply ITIL practices across incidents, problem, change, release, escalation, SLA tracking, backlog management, continuous improvement reporting, and support performance management.
• Support SD controls and compliance expectations, including change control, SOX/internal controls, segregation of duties awareness, audit support, and evidence preparation.
• Drive support automation, AI-enabled knowledge management, ticket analysis, monitoring, support metrics, trend analysis, recurring issue reporting, and productivity improvements using approved tools responsibly.
• Lead and mentor onsite, offshore, and vendor support resources across global regions and time zones, with strong stakeholder management and communication skills for technical and non-technical audiences.
• Demonstrate proactive ownership, strong problem-solving, meeting facilitation, action tracking, project coordination, and the ability to create structure in ambiguous or fast-moving situations.

AI Adoption and Digital Mindset

• Promote responsible use of approved AI tools and automation practices within SAP SD and Commercial application support.
• Identify opportunities to improve support productivity through ticket categorization, knowledge article creation, recurring issue analysis, test scenario development, documentation drafting, and user enablement.
• Use AI-enabled tools responsibly to summarize requirements, analyze defects, draft process documentation, support testing activities, and identify practical improvement opportunities.
• Ensure all AI and automation usage aligns with company standards, security expectations, data privacy requirements, auditability, and responsible

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.