Lead day-to-day delivery and operational support for enterprise SAP environments, maintaining service quality, system stability, SLA adherence, and timely resolution of incidents and requests.
Provide technical and operational leadership across S/4HANA, ECC, NetWeaver, HANA, Fiori, BW, Solution Manager/Cloud ALM, and related SAP platforms.
Lead SAP technical and/or functional resources through work allocation, prioritization, technical guidance, issue resolution, mentoring, and knowledge sharing.
Act as the primary coordination point among SAP team members, project teams, delivery management, infrastructure, security, vendors, and customer stakeholders.
Oversee incident, problem, change, service-request, and major-incident management within agreed service levels.
Coordinate and review monitoring, patching, upgrades, refreshes, transports, maintenance, performance management, backup/recovery, HA/DR, and security/compliance activities.
Lead troubleshooting of critical SAP issues, coordinate cross-functional technical teams, drive root-cause analysis, and ensure corrective and preventive actions.
Manage workload and priorities across production support, projects, enhancements, maintenance activities, and customer requests, ensuring appropriate coverage.
Coordinate planned maintenance, upgrades, migrations, releases, technical changes, and production deployments, including readiness reviews and post-implementation validation.
Support S/4HANA transformation, cloud migration, infrastructure modernization, HANA migration, system upgrade, and managed-services transition initiatives.
Monitor SLA/KPI adherence, incident backlog, aging tickets, recurring issues, change success, system availability, and operational risks, and drive corrective actions.
Conduct team reviews, operational meetings, technical discussions, and customer/service reviews with clear updates on priorities, risks, issues, dependencies, and actions.
Ensure technical documentation, SOPs, runbooks, knowledge articles, architecture documentation, procedures, and knowledge-transfer materials are maintained.
Ensure adherence to security, compliance, audit, change-management, access-management, and operational controls.
Support audits by coordinating evidence collection, remediation, and closure of identified operational or compliance gaps.
Identify opportunities for automation, standardization, monitoring improvements, technical-debt reduction, and operational efficiency.
Coordinate high availability, disaster recovery, backup/recovery, and business-continuity testing and team readiness.
Participate in major-incident calls and critical production escalations through restoration and root-cause resolution.
Maintain resource coverage, backup skills, cross-training, and knowledge plans to reduce dependency on individual team members.
Mentor junior and senior SAP resources and promote SAP best practices.
Work with project managers and delivery leadership during project planning, cutover, go-live, hypercare, and transition to steady-state support.

SAP Team Lead - Puerto Rica

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