SAP Commerce Support Lead

Experienced Hybris Support Lead to oversee and guide the L1 / L2 operations on SAP Commerce (Hybris) ecosystem. The candidate should have hands-on in experience in diagnosis and resolution while leading the support team, ensuring operational excellence, service continuity, and adherence to SLAs. Candidate is expected to provide technical support, assist with system monitoring, and resolve issues to ensure the continuous operation of the eCommerce platform. This role requires both technical depth and leadership maturity to manage escalations, optimize processes, and mentor the team.

Must Have :

• 8 to 11 years of experience in L1 / L2 support within SAP Commerce (Hybris) environment
• Lead and coordinate daily activities of the Hybris L1 / L2 support team ensuring SLA adherence and timely resolution of incidents.
• Deep understanding of Hybris Backoffice, Impex handling, and Hybris Administration Console (HAC).
• Strong troubleshooting and analytical skills for performance and server-side issues.
• Proven experience managing team workloads, incident queues, and SLAs.
• Proficiency in handling Impex files for data imports / exports and troubleshooting data-related issues.
• Experience with troubleshooting of server-side issues using HAC and Hybris logs.
• Strong communication skills, with the ability to explain technical concepts to non-technical users and teams.
• Familiarity with service management tools like JIRA for tracking incidents and requests.
• Ability to prioritize and manage multiple incidents or service requests in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to communicate with all levels of the organization, from senior management to staff level teams.
• Extreme responsiveness with ability to work under pressure in a crisis, maintaining a clear sense of urgency
• Superior work ethic with a positive, can-do attitude.
• Excellent customer service skills and superior telephone etiquette.
• Demonstrated attention to detail and excellent time management.
• Superior collaboration skills.
• Flexibility with the ability to change priorities quickly, focus on new ones without distraction.
• Ability to deal with conflict and work under pressure to meet deliverable commitments.
• Technical aptitude and a passion for learning about new emerging technologies.
• Ability and willingness to travel internationally and adjust work hours to accommodate international teams.

Mandatory Technology Stack :

Good to have :