OverviewThe AMS Manager ensures the resolution of technical issues in steady-state applications. They lead a team that performs prioritization, workload, root cause analysis, and technical troubleshooting. The manager coordinates effectively with Client Services to provide second-level support. They also oversee minor application patching, enhancements, and development upgrades. Incident, Problem, and Change Management are key processes directed by this role. They utilize platforms like ServiceNow to resolve issues within established service levels. The manager ensures problems have corrective action plans to prevent repeat occurrences. They rigorously validate all change management requirements to protect the production environment.
Primary Responsibilities Part I- Working knowledge of SAP ECC, S4 Hana, BTP, Solution Manager and HQPC.
- SAP S/4HANA Toolset: Hands-on experience with modern SAP ecosystems, including SAP Fiori, Core Data Services (CDS), SAP Cloud ALM.
- ITSM Platform: Proven proficiency in ServiceNow for executing and tracking ITIL processes (Incident, Problem, and Change Management).
- Modern Methodologies: Understanding of ITIL v4 principles, Agile/DevOps models, and experience transitioning traditional support models into automated, continuous delivery frameworks.
- Cloud & Hybrid Operations: Experience managing AMS for hybrid landscapes (On-Premise and Cloud environments), ensuring seamless integration and issue resolution across platforms.
Production Bug Fix, Configuration Management and Deployment:- Serve as escalation point for AMS team.
- Champion user request/bug fix processes and SLAs, leveraging ServiceNow for comprehensive ticket lifecycle management and reporting.
- Inventory/track and monitor all user requests/bug fixes to ensure SLA compliance against severity levels.
- Perform risk/ schedule/ cost impact analysis to existing work streams, resolve planning and technical contentions.
- Perform configuration management internal reviews and audits.
- Ensure proper segregation of roles for process/audit compliance.
- Ensure proper technical plans in place for all production changes (e.g. rollback plan, implementation plan, data conversion).
- Perform risk assessment for all production Change Requests.
- Drive continuous improvement by identifying automation opportunities (AIOps) for repetitive bug fixes and support requests.
Crisis Management:- Serve as SAP AMS focal point for severity 1 and 2 incidents.
- Organize team to ensure correct resources are working on severity 1 and 2 incidents.
- Ensure clear ownership of problem determination/resolution.
- Ensure completeness of problem analysis/impact analysis.
- Review completeness of root cause and recommended resolution / workarounds.
- Prepare communications related to severity 1 and severity 2 incidents, ensure accuracy and completeness of content.
- Update oncall contact list to keep all contact information up-to-date.
- Ensure all new solutions have a workable DR solution within the agreed SLAs.
Primary Responsibilities Part 2Partner Management:- Provide management to key outsource providers.
- Ensure governance and delivery model is adhered to.
- Hold provider accountable for performance and meeting service levels.
- Establish and maintain relationships with vendors, internal (users) and external customers and other departments within the company.
- Ensure clear and formal agreements exist for sub-contractor/vendor management and are aligned with organizational objectives.
- Monitor and report vendor SLAs against agreements using automated IT Service Management dashboards.
Small Enhancement/Project Administration:- Oversee prioritization and execution of small enhancements.
- Oversee and coordinate ROM estimates for projects.
- Supervise delivery of projects across AMS support team/ vendors/ external partners and business teams.
- Conduct quality review of deliverables to ensure contents meet the required standards.
- Review testing results to ensure proper resolution and categorization for all defects.
- Ensure proper technical plans in place for all production changes (e.g. fallback plan, implementation plan, data conversion).
- Apply Agile and DevSecOps frameworks to accelerate the delivery and quality of minor enhancements.
Budget and Financial:- Responsible for AMS support budget (including small enhancements and small projects) and associated vendors.
- Responsible for resource planning to support future initiatives and in proportion to project demand.
- Perform regular reviews of AMS operational performance to ensure that all resources are logging time against the correct work items and that all clocking are valid and timely.
- Lead AMS financial performance reviews.
Preferred Qualifications- Master's degree in computer science or a related technical field
- SAP Certified Technology Associate in SAP HANA and SAP BTP
- Proven track record of leading S/4HANA upgrades and SAP Cloud migrations (RISE/GROW)
- Deep understanding of "Clean Core" methodologies and technical governance execution
Minimum Qualifications- Bachelor's degree in Computer Science, Computer Engineering, Cybersecurity, or a related field, or equivalent combination of education and work experience.
- Typically, 8 - 10+ years of experience in cybersecurity, information security, or related field.
- Strong business acumen
- Ability to work with multiple technologies, aptitude for new technologies and ability to effectively apply technological solutions to business problems
- Proven experience in planning, organization, implementation and development of applications or infrastructure
- Excellent written and oral communication, with ability to articulate ideas to both technical and non-technical addresses
- Executive presence
- Thought Leadership
- Change Agent with Managerial Courage
- Coaching
- Delivery Results
- Drives Vision & Purpose
- Executive Presence
- Influencing
- Servant Leadership
- Strategic Mindset
- Teambuilding/Develops Team Exceptional organizational skills, proven ability to multi-task
- Able to maintain confidentiality of sensitive information
- Ability to lead a team environment with Agile delivery values
Physical Demands- Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
- Physical demands with activity or condition may include walking, bending, reaching, standing, squatting, and stooping
- May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs
