Support Lead
India
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Job Description
Support Lead
Bengaluru, Karnataka

Job Summary

Provide senior AMS support for SAP Order-to-Cash, ensuring reliable order processing, pricing, delivery, billing and customer-service operations.
OTC production support across sales order creation, pricing, credit, delivery, billing, returns, customer service, finance/logistics integration, outputs and interface monitoring.

Key Responsibilities

Resolve L2/L3 OTC incidents and service requests related to sales orders, pricing, availability, credit, delivery, billing, returns and credit memo processing.

Investigate billing and ledger-posting issues in collaboration with Finance consultants, ensuring data accuracy and timely closure.

Troubleshoot interface, IDoc, output, EDI and integration errors impacting order fulfilment, invoicing or customer communication.

Perform configuration analysis and controlled minor changes for pricing, copy control, output, delivery, billing and master-data-related settings.

Support priority incidents and business-critical disruptions with clear workaround, resolution and communication to key users.

Identify and reduce recurring OTC issues caused by master data, manual entry errors, access restrictions, integration delays or configuration gaps.

Maintain OTC SOPs and knowledge articles for order management, pricing, billing, returns, customer block status and open-order process checks.

Support regression testing, release validation and post-deployment stabilization for OTC-related releases and enhancements.

Collaborate with MM/PP, Finance, Security, BASIS and developers to resolve cross-functional issues quickly and permanently.

Feed operational insights into continuous improvement and automation candidates such as open sales order dashboards and IDoc reprocessing.

Skill Requirements

Mandatory skills

SAP SD/OTC support

Sales order and billing processes

Pricing and credit checks

Delivery and returns processing

FI integration

IDoc/output troubleshooting

Incident/SR management

Root-cause analysis

SLA-driven AMS delivery

Optional / preferred skills

Customer Service module

Variant Configurator

EWM/TM/GTS integration

EDI/Boomi awareness

Process automation/use-case catalogue exposure

Other Requirements

OTC incident SLA

Billing issue resolution

Recurring incident reduction

Post-release ticket reduction

Knowledge article coverage
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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.