About this role
Roles & Responsibilities :
1. Application Managed Services
· Manage end-to-end AMS services for enterprise applications.
· Ensure application availability, stability, performance and SLA adherence.
· Manage incidents, service requests, problems and changes.
· Drive incident reduction through root-cause analysis and preventive actions.
· Monitor application health and proactively identify potential service issues.
· Ensure effective transition of applications into AMS.
2. SAP Application Support
Experience in one or more SAP areas such as:
· SAP S/4HANA
· SAP ECC
· SAP FICO
· SAP MM / SD / PP
· SAP SuccessFactors
· SAP Ariba
· SAP BW/4HANA
· SAP Basis
· SAP Integration / interfaces
Experience with SAP AMS / SAP Application Support is highly desirable.
3. Oracle Application Support
Experience across one or more:
· Oracle E-Business Suite
· Oracle Fusion Cloud
· Oracle ERP
· Oracle HCM
· Oracle SCM
· Oracle Database/application ecosystem
4. Non-SAP Application Support
Exposure to enterprise application ecosystems such as:
· Microsoft Dynamics / D365
· Salesforce
· ServiceNow
· Workday
· MES / Manufacturing applications
· PLM applications
· Supply Chain applications
· Custom Java / .NET applications
· API / Integration platforms
· Data & Analytics platforms
Candidates need not have expertise across all platforms but should demonstrate the ability to operate within a heterogeneous enterprise application landscape.
AMS Transformation & Automation
A key expectation of the role is to move beyond traditional L1/L2/L3 support.
The candidate should be able to identify opportunities for:
· Automation of repetitive support activities
· AI-assisted incident resolution
· Automated monitoring and alerting
· Self-healing / auto-remediation
· Knowledge-based resolution
· Chatbots / virtual support agents
· Predictive incident management
· Automated ticket classification and routing
· Application performance analytics
· Shift-left and self-service capabilities
Experience with GenAI / AI agents / AIOps in AMS will be an advantage.
Service Management
Strong understanding of ITIL / ITSM practices including:
· Incident Management
· Problem Management
· Change Management
· Service Request Management
· Knowledge Management
· SLA / KPI management
· Major Incident Management
· Service Reporting
· Continual Service Improvement
Experience with tools such as ServiceNow, Jira, BMC or equivalent ITSM platforms is desirable.
Transition & Transformation
The candidate will also participate in:
· Application transition / KT from incumbent vendors
· Due diligence and application discovery
· Knowledge acquisition
· Support model definition
· Runbook development
· SLA/KPI definition
· Transition planning
· Stabilization
· Continuous improvement
· Application modernization initiatives
· Cloud migration-related AMS
Stakeholder Management
· Work closely with CIO/CTO organizations and business stakeholders.
· Coordinate with SAP, Oracle, Microsoft and other technology partners.
· Manage customer escalations and service reviews.
· Participate in governance meetings.
· Communicate service performance, risks and improvement initiatives to senior stakeholders.
· Collaborate with offshore/nearshore/onshore teams.
Educational qualification:
· Bachelor’s degree in engineering, Computer Science, Information Technology or equivalent.
· 8–15 years of relevant IT experience, preferably with significant AMS exposure.
· Experience working in a large enterprise / GSI / multi-vendor environment.
· Strong communication and stakeholder-management skills.
· Ability to work across technology and business teams.
Experience :
8–15 years in Application Managed Services, Application Support, IT Operations, or IT Service Management
Mandatory/requires Skills :
Advantageous Experience
· SAP + non-SAP integrated landscape
· Oracle + SAP environments
· Manufacturing applications
· Global AMS engagements
· Large-scale application transitions
· Cloud AMS
· AIOps
· GenAI-powered application support
· ServiceNow automation
· Process automation / RPA
· ITIL certification
· Experience in GSI / managed services organizations