Role & responsibilities:

About the Role The person will act as the first-level support desk and coordination point between Mawai customers and SAP consultants.

The primary responsibility will be to receive customer complaints/requests through the Mawai Customer Support Portal, email or telephone, understand and classify the issue, assign it to the appropriate SAP functional/technical consultant based on module, priority and consultant workload, and continuously monitor the ticket until satisfactory resolution and closure.

The ideal candidate should have basic understanding of SAP business processes, excellent communication and customer-handling skills, and the ability to manage multiple support tickets in a structured and disciplined manner.

Key Responsibilities

1. Customer Complaint & Ticket Management

- Act as the first point of contact for customers for SAP support-related issues.
- Receive support requests through the Mawai Customer Support Portal, email and telephone.
- Ensure that 100% of customer complaints/requests are properly recorded as tickets in the support system.
- Understand the customer's problem, business impact and urgency before assigning the ticket.
- Ensure that ticket information is complete, clear and understandable to the SAP consultant.

2. SAP Module Identification & Issue Classification

- Identify the relevant SAP module/business area for each customer issue, such as:

- SAP MM

- SAP PP

- SAP SD

- SAP FI/CO

- SAP WM/EWM

- SAP QM

- SAP PM

- SAP PS

- ABAP

- SAP Basis
- Categorize issues as functional, technical, master-data, user-related, enhancement/change request or other appropriate categories.
- Identify whether an issue is Critical, High, Medium or Low priority based on business impact.

3. Consultant Assignment & Workload Management

- Assign tickets to the appropriate SAP functional or technical consultant.
- Consider consultant skill, module expertise, availability and current workload while allocating tickets.
- Coordinate with SAP consultants to ensure timely acceptance and action on assigned tickets.
- Reallocate tickets when required to avoid delays and resource bottlenecks.
- Escalate critical issues requiring immediate attention to the Support Manager / Practice Head.

4. SLA & Ticket Monitoring





- Monitor all open tickets and ensure that response and resolution are within agreed SLA timelines.
- Maintain an active follow-up mechanism for pending tickets.
- Identify tickets approaching SLA breach and proactively escalate them.
- Ensure that no customer ticket remains unattended or without an appropriate status.
- Prepare daily/weekly reports on open, closed, overdue and SLA-breached tickets.

5. Customer Communication

- Maintain regular communication with customers regarding the status of their tickets.
- Communicate expected response/resolution timelines professionally.
- Coordinate customer calls/meetings with relevant SAP consultants whenever required.
- Ensure that customers receive timely updates, particularly for Critical and High-priority incidents.
- Handle customer complaints and dissatisfaction professionally and escalate serious concerns to senior management.

6. Ticket Resolution & Closure

- Follow up with consultants until the issue is resolved.
- Ensure that the consultant's solution/resolution is properly documented in the support portal.
- Confirm resolution with the customer wherever required.
- Close tickets only after the required resolution and documentation are completed.
- Ensure proper categorization and closure codes for future reporting and analysis.

7. Knowledge Management & Continuous Improvement

- Identify recurring customer issues and highlight them to the relevant SAP Practice Head.
- Maintain and improve a Knowledge Base / FAQ / Solution Repository for frequently occurring issues.
- Identify opportunities to improve the customer support process.
- Analyse recurring delays, SLA breaches and customer complaints and recommend corrective actions.
- Support management in improving overall customer satisfaction and AMS service quality.

Key Performance Indicators (KPIs) The candidate will be measured on:





- 100% registration of customer complaints/support requests.
- Timely first response to customer tickets.
- Correct and timely assignment of tickets.
- SLA compliance.
- Reduction in overdue tickets.
- Effective follow-up and closure of tickets.
- Quality and completeness of ticket documentation.
- Customer satisfaction / CSAT.
- Reduction in recurring customer complaints.
- Effective coordination and utilization of SAP consultants.

Preferred candidate profile

- Bachelor's degree in Business Administration, IT, Computer Science, Engineering or a related field.
- 13 years of experience in SAP support, IT support, customer support, AMS, service desk, project coordination or a similar role.
- Experience working in an SAP consulting / IT services environment will be preferred.
- Basic understanding of SAP modules such as MM, PP, SD, FI/CO, WM/EWM, QM, PM or PS will be an advantage.
- Exposure to SAP AMS/support processes will be highly desirable.
- Strong customer-handling and communication skills.
- Good understanding of ticketing/support systems and SLA management.
- Valuable problem-solving, coordination and follow-up skills.
- Ability to prioritize multiple customer issues based on business impact and urgency.
- Good working knowledge of MS Excel, PowerPoint and reporting/documentation tools.
- Ability to work effectively with SAP functional consultants, technical consultants and customers.
- Proactive, disciplined, organized and comfortable working in a fast-paced support environment.

Desired Competencies Customer Focus | SAP Understanding | Ticket Management | SLA Management | Resource Coordination | Communication | Problem Solving | Escalation Management | Follow-up Discipline | Analytical Thinking

Why Join Mawai Infotech?

- Opportunity to work closely with experienced SAP functional and technical consultants.
- Exposure to SAP AMS and support operations across multiple customers and SAP modules.
- Opportunity to develop strong SAP functional and customer-management capabilities.
- Growth opportunity within Mawai's SAP consulting and AMS organization.

If you are passionate about SAP, enjoy solving customer problems and are highly organized in managing multiple support requests, we would like to hear from you.

📌 SAP-Customer Support Executive (Gurugram)
🏢 Mawai Infotech
📍 Gurugram