Support Lead
India
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Job Description
Support Lead
Bengaluru, Karnataka

Job Summary

Provide L2/L3 business-systems support across SAP domains, ensuring stable operations, rapid issue resolution, accurate triage and continuous service improvement for Sonova business users.
Incident, service request, problem and change management across SAP business systems; assignment group triage; monitoring-driven incidents; business process support across Finance and Operations.

Key Responsibilities

Own L2/L3 ticket analysis and resolution for SAP business-system issues, coordinating with developers, BASIS, security and functional consultants as required.
Triage incidents and service requests, validate business impact, assign the right resolver group and reduce reassignment loops.
Execute agreed SOPs, perform monitoring follow-ups and resolve recurring operational issues using knowledge-base articles and runbooks.
Support problem management and RCA for priority incidents, especially in high-volume areas such as security, SCM, FICO and basis-related process impacts.
Coordinate minor configuration and data-fix activities with functional consultants while ensuring approval, control and audit traceability.
Maintain support documentation in Solution Manager, Confluence/knowledge base or equivalent repositories.
Support release validation, regression testing coordination and post-deployment hypercare for AMS-impacting changes.
Communicate clearly with key users, business stakeholders and service managers on ticket status, workaround, resolution and prevention actions.
Identify opportunities for automation, self-help, shift-left and service improvement based on ticket patterns.
Contribute to transition KT, reverse shadowing and steady-state readiness across assigned SAP process areas.

Skill Requirements

SAP L2/L3 support

Incident/SR/problem/change management

ITIL practices

SAP process knowledge

ServiceNow

Solution Manager documentation

Root-cause analysis

Monitoring and SOP execution

Stakeholder communication

Other Requirements

Tricentis/testing coordination

Jira backlog exposure

Basic ABAP/debugging awareness

Automation and self-help use cases

Cross-module SAP integration understanding
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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.