Senior Support Engineer
India
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Job Description
Senior Support Engineer
Pune, Maharashtra

Job Summary

Reliable and service-oriented SAP Application Support Specialist (2nd-Level), who acts as the single operational interface between business users, helpdesk (1st-Level) and 3rd-level SAP experts.

The role focuses on handling and resolving SAP incidents and service requests, ensuring stable daily operations for multiple Asia-Pacific countries.

The position plays a key role in providing timely, high-quality SAP support aligned with regional business hours and global IT service standards.

Key Responsibilities

  • Provide 2nd-level SAP application support for business users across Asia-Pacific regions
  • Handle tickets via the centralized ITSM / ticketing system (ServiceNow) 
  • Analyze, reproduce, and resolve routine functional incidents and service requests 
  • Perform initial root cause analysis and define functional correction approaches before escalating to 3rd level 
  • Execute customizing changes within approved standards and templates
  • Ensure compliance with defined SLAs, support processes, and documentation standards
  • Coordinate and communicate efficiently & empathetic with business users
  • Support daily business operations, including critical and time-sensitive issues 
  • Ensure proper ticket documentation, categorization, and prioritization
  • Maintain support documentation, knowledge articles, and process descriptions
  • Participate in continuous improvement initiatives to enhance support quality and efficiency
  • Support testing activities related to fixes, changes, and minor enhancements 
  • Ensure smooth cross-module collaboration, especially with FI, MM, and logistics (SD)-related processes

Skill Requirements

  • 3+ years of experience in SAP Application Support or SAP Consulting 
  • Hands-On experience in the SAP MM module related to purchase orders (PO).
  • Experience in 2nd-level support environments with ticket-based operations 
  • SAP certifications in S/4HANA Logistics or MM are an advantage 
  • Basic understanding of SAP integration points with FI and other modules 
  • Experience working in international, multi-country support environments
  • Familiarity with ITIL-based support processes is desirable

Other Requirements

  • Strong analytical and problem-solving skills
  • High level of service orientation and reliability --> Service mindset
  • Ability to work efficiently in SLA-driven support environments
  • Good communication skills with business and IT stakeholders
  • Ability to work independently while being a strong team player
  • Structured, detail-oriented, and proactive working style
  • Willingness to continuously learn and adapt to SAP and process changes

Tools & Systems Experience

  • SAP S/4HANA
  • ServiceNow (SNOW) for ticketing
  • Microsoft Office / M365 collaboration tools
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.