SAP Support Coordinator (UAE & KSA)

Location:          Pune - India (Remote / intermittent onsite visits to UAE & KSA)

Department:   Digital & IT

Reports to:       Digital Manager (UAE & KSA)

Background:

We are seeking suitable candidates for SAP Support Coordinator to join our SAP team supporting the GET (Global Enterprise Transformation) program. This role will be pivotal in ensuring seamless coordination, issue resolution, and user support across various SAP modules. The ideal candidate will act as a bridge between end-users, GET program team, functional consultants, and technical teams to maintain operational excellence.

Key Responsibilities

• Serve as the first point of contact for SAP-related queries and support requests from business users based in UAE and KSA.
• Monitor and manage support tickets, ensuring timely resolution and escalation when necessary.
• Coordinate with functional and technical teams to troubleshoot and resolve issues across SAP modules (e.g., MM, SD, FI, CO, PM)
• Maintain documentation of support processes, resolutions, and user guides.
• Assist in user training, onboarding, and change management activities related to SAP GET program.
• Track and report KPIs related to support performance, ticket resolution time, and user satisfaction.
• Participate in testing activities (UAT, regression testing) for any enhancements and updates performed under the GET program.  
• Support data validation, migration, and reconciliation efforts during rollouts or upgrades
• Collaborate with technical teams of GET program to ensure alignment with Core and Business  Modules.
• Liaise with local IT partners involved in GET standard processes (e.g., tax authorities, authorized partners for e-invoicing..)

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, or related field
• 5+ years of experience in SAP support or coordination roles, preferably in an industrial organization.
• Functional knowledge of SAP modules, e.g., MM, SD, FI, CO, PM.
• Strong communication and stakeholder management skills
• Experience with ticketing systems (e.g., ServiceNow)
• Ability to work independently and manage multiple priorities in a global environment
• Flexible to work across time zones and support regional teams

Preferred Qualifications

• Experience in global SAP rollout or transformation programs
• SAP certification in any module is a plus
• Exposure to Agile or ITIL methodologies