SAP Support (application support and Maintenance Leader) @ Qualitest

15+ years of experience in SAP application support and management, with a strong understanding of SAP modules like FI/CO, SD, MM, PP, etc Proven experience managing large-scale SAP production environments and driving process improvements Experience with ITIL practices and service management tools Lead, mentor, and manage a global team of SAP support professionals, providing clear direction and fostering a culture of accountability, collaboration, and customer service excellence Oversee day-to-day operations of the SAP production support team, ensuring timely resolution of incidents, problems, and service requests Establish and track team KPIs, SLAs, and operational metrics to ensure the teams performance meets business expectations Own the process for managing SAP system incidents and issues across all modules, ensuring that problems are resolved quickly and root cause analysis is conducted for major incidents Implement best practices for incident, problem, and change management aligned with ITIL standards Act as the main point of contact for SAP support issues globally, liaising with internal business units, IT leadership, and external partners/vendors Work closely with the SAP implementation teams to ensure a smooth transition from projects to operations and that the support team is prepared to handle any new systems or functionalities Maintain an audit-ready environment, ensuring thorough documentation and system logs for compliance purposes3 must havesSAP 4/5Account / Program manger 4/5