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IS&Digital

Offer published on 2026-02-03

Senior Support Engineer & Lead - SCM

  • Location
    : Pune, India
  • Contrat Type
    : Regular

Job Description

Senior Support Engineer & Lead - SCM

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Control Tower Leadership:

  • Oversee daily operations, proactively monitor supply chain flows, and resolve disruptions. Coordinate with logistics, planning, demand management, and SC&OP teams.

  • Integration & System Management:

    Manage integration of supply chain applications (e.g., SPD, WMS, OMS, ERP, BI). Ensure seamless data flow between systems (SPD, O2C, S\&OP, Production Planning, Logistics). Collaborate with IT/digital teams to maintain and enhance interfaces and middleware.

  • Analytics & BI Reporting

    Develop and maintain dashboards using BI tools (Power BI, Tableau, etc.). Provide actionable insights on KPIs: inventory accuracy, OTIF, transport efficiency, projected stocks. Support decision-making with data from SPD and related systems.

  • Process Improvement

    Identify gaps and propose automation or optimisation initiatives. Support digital transformation and integration of new technologies.

  • Stakeholder Management:

    Act as the main point of contact for tower-related escalations. Communicate performance metrics and improvement plans to leadership.

Required Competencies

  • Technical Skills:

    Deep understanding of supply chain processes (planning, deployment, DRP, S\&OP, logistics). Experience with SPD and other supply chain tools (WMS, OMS, ERP). Knowledge of integration methodologies (API, EDI, middleware). Proficiency in BI tools and data modelling.

  • Behavioural Skills:

    Analytical thinking and problem-solving. Collaboration and stakeholder engagement. Digital mindset and adaptability.

Experience & Qualifications

  • Bachelor’s degree in supply chain management, Engineering, or related field.

  • 6+ years in supply chain operations, with at least 3 years in a leadership role.

  • Hands-on experience with BI tools and system integration projects.

Performance Indicators

  • SLA adherence for Control Tower operations.

  • Accuracy and timeliness of BI reports.

  • Reduction in supply chain disruptions.

  • Successful implementation of integration and automation initiatives.

Contextual Insights from SPD Training Module

  • SPD is central to supply chain planning, integrating data from O2C, S\&OP, production, and logistics

  • The role requires understanding of batch processes, data flows, and functional blocks (inputs, internal calculations, outputs).

  • Integration with BI is crucial for projected stocks, allocation plans, and operational visibility.

  • Collaboration across departments (Logistics, O2C, Industry, S\&OP, Demand Management) is essential.

Additional expectations from the role:

Incident management: Incidents are handled from identification to closure, including advanced technical and functional analysis. High visiblity incidents are managed. Focal points of his/her perimeter are ensured in case of crisis.​

Service Requests handling: Processing and resolution of complex service requests, ensuring timely and accurate communication with users.​

Problem Management: Leading or participating in root cause analysis, coordinating with responsible contributors for patch implementation.​

Monitoring/Observability: Leveraging monitoring tools and data to proactively address issues and optimize service delivery. Inputs and requirements of monitoring system are provided to the buid team.​

Change Management: Analysis and validation of changes in production, considering their impact on users and providing clear communication. Links with the build team during the process of moving applications to production are ensured.​

Continuous Improvement: Active contribution to the continuous improvement of applications, proposing and implementing enhancements. Proactivy and anticipation are provided to prevent issues.​

Knowledge Management: Sharing of acquired knowledge, providing guidance and training to team members.​

Communication: Accurate communication is provided (direct communication, user callbacks, portals, ...)​

Service Level Management: performance of his/her perimeter is steered and managed with accurate tools​

Operability: contribute to guarantee that the build to run phase is done correctly. including respect of the process itself, but also working with build team to explain expectation of support team ​

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