This document outlines the key responsibilities and required expertise for managing the incident lifecycle within SAP AMS Release 1, emphasizing SLA compliance and effective coordination across teams. It highlights the need for strong skills in SAP modules, ITIL processes, and stakeholder communication.
Incident Management & CoordinationManage the end-to-end incident lifecycle for SAP AMS Release 1, ensuring SLA compliance and timely resolution Act as the primary contact for incident escalation and coordinate with L1.5, L2/L3 teams, and governance leads for seamless issue handling Monitor incident queues, prioritize critical issues, and maintain dashboards with regular stakeholder updates Expertise & Continuous ImprovementConduct Root Cause Analysis (RCA) for major incidents and prepare detailed reports to drive service quality improvements Require 6–8 years of experience in SAP AMS incident management with strong knowledge of SAP S/4HANA Finance and Retail modules Expertise in ITIL v4 processes (Incident, Problem, Change Management) and familiarity with ITSM tools like BMC Helix and SAP monitoring tools (CALM) Excellent communication and stakeholder management skills are essential, with preferred certifications in ITIL, ISO 20000, or equivalent
