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The Role
Join the Polaris Platform Team as a BW4HANA Support Team Lead.
Help us to build and further expand the Atlas Copco Group Data & Analytics platform. Atlas Copco is on its way to a truly data driven organization and our team and platform are core components in this.
The platform team takes care of Solution Architecture and Advisory, Platform DevOps, Support and provides Product DevOps capabilities to the organization.
We are looking for a passionate and committed Support Team Lead who will help us build out a stable and knowledgeable support organization for our expanding platform. As a Support Team Lead, you will be working across our entire technology stack and with engineers to help make our platform more reliable and easier to work with than ever before.
The Polaris support team is part of the Polaris Platform team and responsible for supporting the Polaris reporting solutions after hand-over to operations. You will be focusing on service supervision, escalation management, quality assurance and setting direction and prioritization for continuous improvement.
As a Support Team Lead you report to the Polaris Platform Owner and work in close collaboration with the Polaris Solution Architects, the Product DevOps and Platform DevOps teams.
In alignment with our strategic objectives at Atlas Copco Group to enhance our focus on Digital Technology initiatives and following the recent announcement of the Global IT Hub, we have now established as Global IT hub in Hinjewadi, Pune, India effective July 1, 2025. This initiative is designed to empower Digital Technology Practice to reach their maximum potential. At Global IT Hub India (IPW), we boast a formidable Data Analytics Expertise committed to delivering state-of-the-art analytical services to various Business areas, Divisions, Product Companies, Customer centres and Distribution centres across globe.
What you can expect from us
- A friendly, family like atmosphere
- Have the flexibility and freedom to keep a healthy work live balance
- Plenty of opportunities to grow and develop your own career path
- A culture known for respectful interaction, ethical behavior, and integrity
- Potential to see your ideas realized and to make an impact
- New things to learn every day
- Access to global job opportunities, as part of the Atlas Copco Group
What we can expect from you
Roles & Responsibilities
- We expect you to build a team that supports our providers and consumers in the best possible way.
- Follow-up the service delivery of the external partner and ensure the right level of quality and qualification.
- Ensure the delivery of support in line with agreed service levels and beyond.
- Manage support KPIs to achieve a high level of customer satisfaction and strive for continuous improvement of the team’s efficiency and effectiveness.
- Maintain close contact to other platform teams in order to have a good contextual understanding of the Polaris Platform and evolution of the reporting solutions.
- Quality-assure the hand-over process to support and operations; define and evaluate exit criteria in the Product DevOps team.
- Become a trusted and respected escalation point for the business, showing excellent understanding of customer center requirements and having a reputation of “getting things done.”
- Prioritize problem management and bug fix change requests, aiming for a continuous reduction of support ticket volumes.
- Establish communities focusing on end user self-services and data quality improvement programs in collaboration with the IT Services communications and training department and support data literacy in the organization.
Key Behaviors and Skills
- A person with a passion for analytics.
- You can coach and guide your colleagues and our customers.
- End user centric, business and service minded.
- Goal oriented, self-organized and self-motivated.
- Open to work outside of your time zone and under high pressure in case of need.
- Ability to think practically and creatively as part of a team – must enjoy problem-solving. and be motivated by finding solutions to daily opportunities!
- Be an excellent communicator, team player and business collaborator with the ability to translate technical topics to business outcomes into simple briefings for non-technical stakeholders.
- A methodical and structured achiever, who can plan, organize, prioritize, assess, adapt and deliver to promise.
- A resilient person who can cope with change in an ever faster moving digital landscape.
- An innovative "there is always a better way" person with a positive, flexible and responsive mindset who embraces and promotes digital transformation.
- A person who complies with our DNA => Commitment – Interaction – Innovation.
- Strong verbal and written English Language skills.
Technology Experience
- 5+ Years of IS/IT, reporting and related processes background.
- Experience with ITIL is a must.
- Good knowledge of business intelligence, data warehouse concepts and data modeling is a must.
- General knowledge of (SAP) ERP Platforms and the integration capabilities towards BW4HANA.
- Knowledge in SAP B4HANA, mixed modeling and HANA is a must.
- Experience with S4HANA Embedded Analytics (CDS Views), SQL is a plus.
- Experience with Service Now is a plus.
- Knowledge of front-end tools: Analysis for Office, PowerBI and other reporting solutions.
Educational requirements
- University degree in Economics, ICT or Business Administration, or similar academic background.
- Fluent in English. More languages are a plus
Country
Global IT Hub, Pune, India
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