Technical Project Manager

Technology, Data & Digital · Software & Web Development · Software Engineering · DevOps

In short

As an SAP AMS Support Manager in Chennai, Tamil Nadu, you will lead the end-to-end delivery of an enterprise SAP L1/L2 AMS service. Responsibilities include service accountability across operations, governance, SLA management, stakeholder communication, and continuous improvement.

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, and improvement initiatives.
Lead operational reviews, service reviews and continuous-improvement forums.
Coordinate major incidents, stakeholder communications and executive escalations.
Ensure clear 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.

Requirements

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.

Benefits

At HCLTech, you'll supercharge your potential.
You'll find your career.
And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.

Skills

SAPITILSLA ManagementKPI ManagementServiceNowSAP MMSAP PPSAP EWMSAP IntegrationSAP ABAPSAP FioriSAP MonitoringSAP Security

#SAP#AMS#Support#Manager#ITIL#ServiceNow#Chennai#Tamil Nadu#India

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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