SAP L2/L3 Functional Support SME -10+ Years

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.
• Strong stakeholder and escalation-management skills.
• Experience working in 24×7 shift/on-call support environments.
• ITIL/Service Management knowledge or certification is preferred.