The SAP AMS L4 Manager is responsible for leading the highest tier of SAP application support managing complex incidents problem resolution enhancements and technical-functional escalations across the SAP landscape. This role owns service quality for L4 support provides technical leadership to AMS teams and vendors and ensures the stability performance security and continuous improvement of SAP applications.
The ideal candidate combines deep SAP expertise strong people and stakeholder management skills and experience operating within ITIL-based Application Management Services (AMS) environments.
Key Responsibilities:
SAP Application Support & Delivery-
- Lead and manage SAP L4 support for assigned modules and applications such as SAP S/4HANA ECC Fiori BTP ABAP Basis Integration and functional domains including FI/CO MM SD PP EWM WM HCM or SuccessFactors.
- Own resolution of critical complex and recurring production incidents escalated from L1L3 support teams.
- Drive root cause analysis (RCA) problem management defect remediation and preventive actions for priority incidents.
- Review and approve solution designs configuration changes custom developments interfaces and technical fixes.
- Ensure adherence to incident request change release and problem management processes.
- Support SAP upgrades rollouts migrations patches integrations and transformation initiatives.
Team & Vendor Management-
- Lead coach and develop internal SAP support resources and external AMS partners.
- Define team responsibilities support coverage on-call rotations escalation paths and skills-development plans.
- Manage third-party AMS vendor performance including service delivery reviews SLA compliance backlog management and continuous improvement plans.
- Ensure adequate documentation cross-training and knowledge transfer across L1L4 support teams.
Service Management & Governance-
- Monitor and improve SLA/KPI performance including incident resolution time system availability backlog aging recurring incident rates and customer satisfaction.
- Conduct regular operational reviews with business stakeholders IT leadership and service providers.
- Establish governance for support prioritization demand intake enhancement requests and release planning.
- Maintain risk registers service continuity plans and operational readiness procedures.
- Ensure SAP support activities comply with company security audit SOX/GxP data privacy and regulatory requirements where applicable.
Stakeholder Management-
- Act as the senior escalation point for business leaders process owners and IT teams on SAP-related operational issues.
- Translate business requirements into scalable SAP support and enhancement solutions.
- Partner with architecture infrastructure security development and project teams to resolve cross-functional issues.
- Communicate incident status business impact resolution plans and risks clearly to executive and operational stakeholders.
Continuous Improvement-
- Identify opportunities to automate support processes reduce manual effort eliminate recurring issues and improve end-user experience.
- Drive adoption of monitoring observability SAP Solution Manager/Cloud ALM ServiceNow and knowledge-management capabilities.
- Develop and maintain SAP support standards operating procedures technical documentation and runbooks.
- Contribute to the SAP application roadmap and recommend improvements to system architecture support model and service delivery.
Required Qualifications-
- Bachelors degree in Information Technology Computer Science Business Engineering or a related field; equivalent experience may be considered.
- 10 years of SAP experience including 3 years in an SAP AMS support leadership or service delivery management role.
- Robust hands-on and leadership experience in SAP S/4HANA or SAP ECC environments.
- Deep expertise in at least one SAP functional or technical area with broad understanding of end-to-end SAP processes and integrations.
- Experience managing L3/L4 production support critical incidents RCA change management and release management.
- Experience leading distributed teams managed service providers or offshore/onshore delivery models.
- Strong understanding of ITIL processes particularly Incident Problem Change Release and Service Level Management.
- Experience with ticketing and service-management tools such as ServiceNow Jira SAP Solution Manager or SAP Cloud ALM.
- Excellent stakeholder management communication prioritization and decision-making skills.
Preferred Qualifications-
- SAP certifications in S/4HANA SAP functional modules Basis ABAP BTP Integration Suite or related technologies.
- ITIL Foundation PMP PRINCE2 Agile Scrum or SAFe certification.
- Experience with SAP Fiori SAP BTP SAP Integration Suite/CPI APIs EDI middleware and third-party system integrations.
- Experience supporting global SAP environments across multiple countries legal entities currencies and time zones.
- Experience in regulated industries such as manufacturing pharmaceuticals healthcare financial services retail or utilities.
- Familiarity with SAP security GRC audit controls and compliance requirements.
Key Competencies-
- SAP application support leadership
- Complex incident and problem management
- Technical and functional solution oversight
- Vendor and managed-service governance
- ITIL service management
- Change and release management
- Root cause analysis and continuous improvement
- Business stakeholder engagement
- Team leadership and mentoring
- Strong written and verbal communication
Success Measures / KPIs-
- Achievement of SLA and KPI targets for incident and request resolution
- Reduction in critical incidents and recurring defects
- Improved SAP application availability stability and performance
- Timely completion of root cause analyses and corrective actions
- Reduction in support backlog and aging tickets
- Stakeholder satisfaction and business-user experience
- Quality and completeness of support documentation and knowledge base
- Vendor performance against agreed service commitments
- Successful delivery of SAP enhancements releases and operational improvements
We transform. SAP solutions into Value
For any questions related to Job Description you may connect with below specified contact from Recruiting.
Recruiter Name: Ramakrishna Kodi
Recruiter Email ID:
NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.
Required Experience:
Manager
📌 SDM Manager (Pune)
🏢 NTT Data
📍 Pune
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