SAP Support Lead - E2E Implementation

Description:

About the job

We are looking for an experienced SAP Support Lead with 4+ years of experience in postgo-live SAP support in a lead / coordinator position.

The role focuses on managing ongoing SAP maintenance and support services, ensuring system stability, SLA compliance, and effective handling of support tickets, minor enhancements, and change requests under AMS contracts.

The Support Lead will act as the primary owner of the customers SAP AMS engagement and will coordinate between customers, SAP functional and technical teams, and internal stakeholders.

Key Responsibilities :

- Lead and manage SAP AMS Support engagements post go-live.

- Act as the single point of contact (SPOC) for customers for all SAP AMS-related activities and escalations.

- Ensure compliance with agreed AMS SLAs, support scope, response times, and resolution targets.

- Oversee the full ticket lifecycle including logging, triage, prioritization, assignment, tracking, and closure.

- Manage and maintain JIRA Service Management projects, workflows, queues, SLAs, dashboards, and reports.

- Coordinate SAP functional, technical, and integration teams to ensure timely issue resolution.

- Drive root cause analysis for recurring issues and ensure preventive actions are implemented.

- Manage change and transport coordination in line with customer governance processes.

- Support hypercare-to-AMS transition and post-go-live stabilization activities.

- Prepare and present AMS operational reports covering ticket trends, SLA performance, effort utilization, and backlog.

- Track AMS effort consumption against contracted hours and scope.

- Ensure proper documentation, knowledge transfer, and maintenance of support runbooks.

- Identify and drive continuous improvement opportunities within AMS operations.

Key Skills and Qualifications:

- Bachelors degree in Engineering, IT, Business, or a related field OR MBA in Project Management, Operations, or a related field.

- Experience: Minimum 4+ years of relevant experience in project coordination, governance, or PMO functions.

- Certification: PMP Certification (Mandatory).

- Solid knowledge of project management methodologies, governance frameworks, and PMO best practices.

- Exposure to SAP or SAP modules is an added advantage.

- Prior experience as an SAP Support Lead, AMS Lead, or Senior SAP Support Consultant is a plus.

- Hands-on experience managing incidents, service requests, minor enhancements, and changes under AMS contracts.

- Strong hands-on experience with JIRA Service Management or similar ITSM tools.

- Experience in SLA tracking, operational reporting, and customer service reviews.

- Strong customer-facing communication and escalation management skills.

- Ownership-driven, structured, and able to operate effectively in high-pressure production environments.