Job Summary

The SAP AMS Support Manager will lead the end-to-end delivery of an enterprise SAP L1/L2 AMS service. The manager will provide service accountability across operations, governance, SLA management, stakeholder communication, continuous improvement and coordination with internal and external resolver groups.

Key Responsibilities

Key Responsibilities

- Own overall service delivery across the in-scope SAP applications and support towers.
- Manage onsite, regional and offshore functional and technical resources.
- Oversee shift coverage, workload allocation, service continuity and on-call arrangements.
- Ensure adherence to incident, problem, change, request and knowledge-management processes.
- Track:
- - SLA and KPI performance
- Ticket volumes and aging
- Open backlog
- Major incidents
- Recurring problems
- Change performance
- Knowledge-management progress
- Improvement initiatives

- Lead operational reviews, service reviews and continuous-improvement forums.
- Coordinate major incidents, stakeholder communications and executive escalations.
- Ensure transparent ownership between L1/L2, L3, infrastructure, middleware, security and third-party teams.
- Review the quality and completeness of RCA reports and permanent-fix actions.
- Govern CAB readiness, change scheduling and production-deployment compliance.
- Maintain demand and capacity visibility across tickets, releases,



hypercare, plant deployments and non-ticket activities.
- Govern the transition of new applications, releases and locations into BAU support.
- Maintain scope discipline and identify work falling outside the agreed support boundary.
- Lead knowledge-management reviews and service-readiness assessments.
- Maintain a continuous-improvement backlog covering automation, productivity, incident reduction and service quality.
- Ensure that the team maintains required application, process, tool and operational knowledge.

Skill Requirements

Required Skills and Experience

- Significant experience managing SAP AMS or enterprise application-support services.
- Strong knowledge of ITIL-aligned incident, problem, change, request and knowledge management.
- Experience managing global onsite/offshore and shift-based support teams.
- Strong SLA, KPI, governance and major-incident-management capability.
- Working knowledge of SAP MM, PP, EWM, Integration, ABAP, Fiori, monitoring and Security.
- Experience with ServiceNow or another enterprise ITSM platform.
- Strong commercial awareness and ability to manage scope, demand and capacity.

Excellent written, verbal, presentation and stakeholder-management skills

Must Have Skill

SAP Project Management

Good to Have Skill

Other Requirements

📌 Technical Project Manager (India)
🏢 HCLTech
📍 India