Job Summary

We are seeking an experienced IT Functional Analyst - SAP Sales & Distribution (SD) Support Lead to join our IT support organization. The SAP SD Support Lead will be responsible for leading global SAP SD application support services, ensuring operational stability, service excellence, and continuous improvement across Order-to-Cash processes. This role serves as the functional lead for SAP SD, partnering with business stakeholders, delivery teams, and support organizations to maximize business value while driving automation, AI-enabled support capabilities, and SAP S/4HANA readiness. Location: Mumbai.

This is a hands-on support and team leadership role suited to someone who can work independently, provide direction to the SD support team, manage priorities across incidents and enhancements, engage stakeholders confidently, drive tickets and changes to closure, coordinate testing, document solutions clearly, and bring structure to ambiguous or fast-moving situations.





The role also requires an AI-ready and automation-minded professional who can help identify practical opportunities to improve support productivity through knowledge management, ticket analysis, documentation, testing support, process standardization, and responsible use of approved AI tools.
Key Responsibilities
- Lead day-to-day SD application support activities by coordinating work across internal analysts, technical teams, AMS/vendor partners, and business stakeholders.
- Set transparent priorities for incidents, service requests, enhancements, testing, and production support activities, ensuring alignment with business-critical applications and operational priorities.
- Monitor support performance through SLA adherence, ticket ageing, backlog health, recurring incident trends, escalation status, and service quality indicators.
- Drive operational discipline through regular ticket reviews, backlog governance, problem management, root-cause analysis, knowledge management, and continuous servi

📌 SAP SD AI Support Lead (Mumbai)
🏢 Sealed Air Packaging Materials
📍 Mumbai