Senior Support Lead
Customer Service
Job Summary
Key Responsibilities
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.
Skill Requirements
Key Responsibilities
1. SAP Basis Administration (S/4HANA)
Manage and administer SAP S/4HANA systems (on-premise / cloud).
Perform core Basis activities:
System installation, upgrades, and patching
Client copies, transport management (TMS)
Kernel upgrades and SPAU/SPDD activities
Monitor system health, availability, and performance.
2. RISE with SAP (Cloud Operations)
Work with RISE with SAP landscapes (Private/Public Cloud):
Coordinate with SAP for provisioning and lifecycle management
Manage SLAs, incidents, and service requests via SAP
Understand hyperscaler environments (AWS, Azure, GCP).
Ensure compliance with SAP cloud standards and best practices.
3. Infrastructure & HANA Administration
Administer SAP HANA databases:
Backup & recovery
Performance tuning
System replication / High Availability (HA/DR)
Monitor infrastructure:
CPU, memory, disk utilization
Network and storage performance
4. Cloud ALM (CALM) for Operations
Implement and manage SAP Cloud ALM for Operations:
Business Process Monitoring
Integration Monitoring
Health & Performance Monitoring
Job & Automation Monitoring
Configure alerts, dashboards, and notifications.
Ensure proactive incident detection and resolution.
5. Monitoring & Incident Management
Set up end-to-end monitoring:
Application, database, and interface monitoring
Manage incidents using ITSM tools (e.g., ServiceNow).
Perform root cause analysis for system issues.
Ensure SLA adherence and reporting.
6. Transport & Change Management
Manage:
Transport landscape (DEV–QA–PRD)
Cloud ALM deployment pipelines
Ensure proper release management and governance.
7. Security & Compliance
Support:
User administration (basic)
Role transport coordination
Ensure compliance with:
Audit requirements
Security policies
Coordinate with security teams for IAM activities.
8. Automation & Optimization
Identify opportunities for:
Automation of routine Basis tasks
Performance optimization
Use scripting/tools for operational efficiency.
9. Disaster Recovery & Business Continuity
Implement and monitor:
High Availability (HA)
Disaster Recovery (DR)
Periodically test DR scenarios and readiness.
Required Skills & Expertise
Core Skills
Strong experience in:
SAP Basis (S/4HANA)
SAP HANA administration
RISE with SAP operations
Hands-on experience with:
SAP Cloud ALM (CALM)
Technical Skills
Knowledge of:
Hyperscalers (Azure / AWS / GCP)
OS (Linux/Unix)
Database (HANA)
Familiarity with:
Transport Management System (TMS)
SAP Fiori administration
Other Requirements
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
