Role : SAP L2/L3 Functional Support SME -10+ Years

Company Name : WillWare Technologies

Work Model : Remote / Contract

Experience : 10+ Years

Shift-based L2 support with 24×7 P1/P2

Job Description :

Role Overview

We are looking for an experienced SAP Application Support SME to provide L2/L3 functional and technical support for a critical SAP landscape. The SME will be responsible for resolving complex production issues, managing P1/P2 escalations, driving RCA, and ensuring SLA compliance across SAP applications.

Key Responsibilities

L2/L3 Functional Support

- Provide L2/L3 support for SAP SD/CS, MM, PP, PM, and FICO modules.
- Analyze and resolve complex production incidents and service requests.
- Troubleshoot business-process issues, configuration problems, master-data issues, and integration failures.
- Act as an SME for escalated functional issues.
- Coordinate with business users, L1 teams, technical teams, and vendors.

Technical Support

- Provide technical support and troubleshooting across ABAP, Fiori, Basis, and SAP Security.
- Perform debugging and technical analysis for complex incidents.
- Coordinate with Basis, development, security, and infrastructure teams for issue resolution.
- Support SAP jobs, interfaces, transports, authorizations, and system-related issues.

Cloud & Integration

- Support SAP BTP, Cloud Connector, interfaces, APIs, and integration-related issues.




- Troubleshoot SAP-to-SAP and SAP-to-non-SAP integrations.
- Provide support for SAP Cloud ALM monitoring and application lifecycle activities.
- Coordinate with integration and cloud teams for complex incidents.

Incident & Problem Management

- Handle P1/P2 escalations and ensure timely resolution within defined SLAs.
- Perform detailed Root Cause Analysis (RCA) for recurring and critical incidents.
- Drive Problem Management and identify permanent fixes.
- Participate in Change Management and release activities.
- Maintain knowledge articles, support documentation, and troubleshooting guides.

24×7 Support

- Provide shift-based L2 support for the SAP production environment.
- Participate in 24×7 P1/P2 escalation and on-call support.

Required Skills

- Strong experience in SAP Application Support / AMS / Production Support.
- Expertise in one or more SAP modules: SD, CS, MM, PP, PM, FICO.
- Strong understanding of L2/L3 support processes.
- Experience handling P1/P2 incidents, SLA, RCA, Incident and Problem Management.
- Exposure to ABAP, Fiori, Basis, and Security.
- Knowledge of SAP BTP, Cloud Connector, Interfaces/Integration, and Cloud ALM.
- Experience with SAP S/4HANA is preferred.
- Solid stakeholder and escalation-management skills.
- Experience working in 24×7 shift/on-call support environments.
- ITIL/Service Management knowledge or certification is preferred.

📌 SAP/Functional Support SME -10 Years (Mumbai)
🏢 Willware Technologies
📍 Mumbai