SAP Support Lead - SLA & Operations Champion

Supernova; Karachi Division; On-site; PKR 1,800,000 - 2,400,000; Full time

Job summary

Global SuperNova in Karachi, Pakistan seeks a proactive SAP Support Lead to oversee daily SAP support operations, ensure SLA compliance, and maintain client satisfaction. You will coordinate the support team and drive continuous service improvements.

The ideal candidate has 2–3 years in SAP support or service delivery, strong leadership, communication, and reporting skills, plus proficiency in MS Excel and related tools.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business Administration, or a relevant field.
• 2–3 years of SAP Support / Service Delivery experience.
• Understanding of SLA management, incident management, and ticketing processes.
• Experience in support coordination, performance monitoring, and reporting.
• Strong client-handling, communication, and interpersonal skills.
• Good leadership, problem-solving, and stakeholder-management abilities.
• Proficiency in MS Office, particularly Excel and reporting tools.

Responsibilities

• Lead daily SAP support operations and coordinate support team activities.
• Monitor SLA compliance and ensure timely resolution of incidents, requests, and support tickets.
• Manage client escalations and coordinate support review meetings.
• Monitor ticket backlog, resolution timelines, and overall team performance.
• Coordinate resource allocation and workload distribution.
• Review support dashboards and monthly performance reports.
• Identify recurring issues and drive continuous service improvement.
• Oversee client onboarding, offboarding, support transitions, and knowledge transfer.
• Maintain support documentation, operational procedures, and service delivery standards.
• Support the enhancement and effective use of the Ticket Management Tool.

Skills

Coordination

Stakeholder management

Incident management

Reporting

MS Excel

Leadership

Communication

Problem solving

Education

Bachelor's degree in IT/CS/BA

Tools

SAP

Job description

Global SuperNova in Karachi, Pakistan seeks a proactive SAP Support Lead to oversee daily SAP support operations, ensure SLA compliance, and maintain client satisfaction. You will coordinate the support team and drive continuous service improvements.

The ideal candidate has 2–3 years in SAP support or service delivery, strong leadership, communication, and reporting skills, plus proficiency in MS Excel and related tools.