Global Lead, SAP & Applications Support

Baltimore Aircoil Company De Mexico S DE; Ciénega de Flores; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Baltimore Aircoil Company De Mexico S DE is seeking a Lead Applications Support Analyst to guide the global application support function, focusing on SAP S/4HANA and SAP ECC while covering OutSystems, M365, and other apps. The role blends hands-on problem solving with team leadership across regions and time zones.

You will own support processes, drive service levels, and coordinate major incidents, ensuring timely, high-quality resolutions and knowledge sharing across the estate.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 6+ years in application support with leadership experience.
• Strong SAP S/4HANA and ECC support across multiple modules.
• Experience with ITIL incident, request, problem management.
• Ability to lead global teams across time zones.

Responsibilities

• Coordinate day-to-day activity of the application support analysts.
• Act as first line of leadership and coach team.
• Set and monitor support standards and ticket quality.
• Provide escalation point for complex issues.
• Coordinate major incident response and comms.
• Interface with level 3 resolver groups (SAP BA, development, SAP Basis, security).
• Own end-to-end incident, request, and problem management.
• Maintain knowledge base and drive continuous improvement.
• Ensure smooth transition of new applications into support.
• Provide structured feedback to analysts and other teams.

Skills

SAP S/4HANA support

Leadership & coaching

ITIL awareness

Cross-functional collaboration

English communication

Problem solving

Application support

Education

Bachelor's degree in IT/CS/engineering

Tools

OutSystems

Microsoft 365

Power Platform

SAP GRC

ITIL tooling

Job description

Baltimore Aircoil Company De Mexico S DE is seeking a Lead Applications Support Analyst to guide the global application support function, focusing on SAP S/4HANA and SAP ECC while covering OutSystems, M365, and other apps. The role blends hands-on problem solving with team leadership across regions and time zones.

You will own support processes, drive service levels, and coordinate major incidents, ensuring timely, high-quality resolutions and knowledge sharing across the estate.