AMS Consultant / Senior AMS Consultant

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.

Function: Business Development
Experience Level: Executive