Support Lead

Provide senior AMS support for SAP Order-to-Cash, ensuring reliable order processing, pricing, delivery, billing and customer-service operations. OTC production support across sales order creation, pricing, credit, delivery, billing, returns, customer service, finance/logistics integration, outputs and interface monitoring.

Key Responsibilities

Resolve L2/L3 OTC incidents and service requests related to sales orders, pricing, availability, credit, delivery, billing, returns and credit memo processing. Investigate billing and ledger-posting issues in collaboration with Finance consultants, ensuring data accuracy and timely closure. Troubleshoot interface, IDoc, output, EDI and integration errors impacting order fulfilment, invoicing or customer communication. Perform configuration analysis and controlled minor changes for pricing, copy control, output, delivery, billing and master-data-related settings. Support priority incidents and business-critical disruptions with clear workaround, resolution and communication to key users. Identify and reduce recurring OTC issues caused by master data, manual entry errors, access restrictions, integration delays or configuration gaps. Maintain OTC SOPs and knowledge articles for order management, pricing, billing, returns, customer block status and open-order process checks. Support regression testing, release validation and post-deployment stabilization for OTC-related releases and enhancements. Collaborate with MM/PP, Finance, Security, BASIS and developers to resolve cross-functional issues quickly and permanently. Feed operational insights into continuous improvement and automation candidates such as open sales order dashboards and IDoc reprocessing. Skill Requirements Mandatory skills SAP SD/OTC support Sales order and billing processes Pricing and credit checks Delivery and returns processing FI integration IDoc/output troubleshooting Incident/SR management Root-cause analysis SLA-driven AMS delivery Optional / preferred skills Customer Service module Variant Configurator EWM/TM/GTS integration EDI/Boomi awareness Process automation/use-case catalogue exposure

Other Requirements

OTC incident SLA Billing issue resolution Recurring incident reduction Post-release ticket reduction Knowledge article coverage