SAP Support Lead - Remote

Atlanta, GA, US, 30328

Oldcastle Infrastructure



Job ID:  480350



Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.


Position Overview


Oldcastle Infrastructure Inc. (OII) is looking for a SAP Support Lead – Individual Contributor (IC). He/she will be responsible for all SAP production support related tasks and activities such as implementing a 3-tier support organization, coordinating an (offshore) support team, ensuring incidents and requests are handled according to their SLAs, and ensuring knowledge transfer is conducted between delivery and support teams.


This position will report to the Director SAP CoE and will work closely with the SAP functional and technical teams, the service desk, the Enterprise Applications team, as well as with the System Integrator and other IT teams. Eventually the role will report to the Manager EAM.


Essential Duties and Responsibilities


  • Understand the SAP solution end-to-end across all modules, including integrations to peripheral systems.

  • Establish a 3-tier support network comprised of level 1 power users, level 2 offshore support resources, and level 3 on site solution architect and technical resources.

  • Lead offshore resources to effectively support end user system issues, coordinate issue resolution with power users, and manage escalations to functional solution architects and technical resources.

  • Prioritize incidents and requests according to business needs.

  • Collaborate with Enterprise Application Management (EAM) and service desk teams to align on common standards, processes, and procedures.

  • Monitor ticketing system and follow up with assigned personnel to ensure timely resolution of problems and resolve any escalation issues that may arise.

  • Engage with leadership across the organization to achieve corporate objectives.

  • Make recommendations to improve support process efficiencies.

  • Ensure that effective collaboration and communication takes place across the support team.

  • Establish KPIs and reports that keep key stakeholders in business and IT informed.

  • Plan, prepare, and execute knowledge transfer sessions between delivery and support teams.

  • Works remotely with travel to sites during Hypercare and travel to Atlanta HQ once per month on average.



Required Skills/Education


  • 10+ years of SAP support experience

  • Deep functional experience in at least one SAP Module

  • Experience implementing a support structure in a SAP greenfield implementation environment

  • 3+ years of experience leading an offshore team and collaborating with all involved parties in a 3-tier support structure

  • Experience working with ServiceNow

  • Communicate effectively, both verbally and in writing, for technical and business operations audiences

  • 4-year degree in Computer Science, Information Systems, Engineering, or equivalent discipline


Preferred Skills


  • Hands-on experience with S/4 HANA (at least 1 full implementation preferred)

  • Experience in the manufacturing industry

  • Experience in Hybrid/agile or Scrum methodology


Work and Physical Requirements


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 


  • Sitting for extended periods

  • Ability to safely lift up to 50 pounds

  • Ability to travel (overnight) as required based on business needs up to 25%

  • Ability to drive up to 4 hours for onsite services and meetings

  • Must pass the background check, alcohol, and drug testing

  • The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables

  • Preferred work location: Oldcastle Infrastructure’s headquarters in Atlanta, GA or Remote in North Amercia


What CRH Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion



About CRH


CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.


If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!


Oldcastle Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.


EOE/Vet/Disability--If you want to know more, please click on this link




Date:  May 13, 2023

Nearest Major Market: Atlanta

Job Segment: SAP, Solution Architect, ERP, Developer, Computer Science, Technology