#16063 -SAP AMS Support Lead

Qualitest is seeking a skilled SAP AMS Support Lead to join our Enterprise Team in a remote position. The successful candidate will be responsible for overseeing the support and maintenance of SAP systems within the Application Management Services (AMS) framework. This role involves managing a team of support analysts, ensuring efficient incident resolution, and driving continuous improvement to maintain system stability and operational excellence. As a key leader, you will work closely with business users, functional teams, and external partners to meet service level agreements (SLAs) and align support activities with business needs.

1. Service Delivery & Incident Management:

• Oversee daily SAP AMS support operations, ensuring that incidents, service requests, and change requests are resolved within agreed SLAs.
• Act as the primary escalation point for complex or high-priority incidents, coordinating with internal teams and external vendors to ensure timely resolutions.
• Proactively monitor system performance and identify potential issues or bottlenecks that may impact business operations.
• Ensure comprehensive documentation of all incidents, root cause analyses, and resolutions for future reference.

2. Team Leadership & Collaboration:

• Lead a team of onshore/offshore SAP support analysts, delivering technical support for various SAP modules (e.g., FICO, SD, MM).
• Mentor and guide support team members to ensure efficient incident handling and continuous skill development.
• Facilitate regular team meetings to review performance metrics, discuss challenges, and share best practices.
• Promote collaboration by working closely with cross-functional teams, including developers, functional consultants, and business stakeholders.

3. Process Improvement & Optimization:

• Identify opportunities to optimize AMS support processes to enhance efficiency and reduce incident resolution time.
• Implement ITIL-based best practices for incident management, problem management, and change management.
• Lead continuous improvement initiatives by analyzing incident trends and recommending proactive measures to prevent recurring issues.

4. Change & Release Management:

• Oversee system changes (e.g., patches, enhancements) in collaboration with development teams, ensuring thorough testing before deployment.
• Manage the release process for new features or updates in coordination with project managers and technical teams, ensuring minimal disruption to business operations.

5. Stakeholder Engagement & Communication:

• Serve as a key point of contact for business stakeholders regarding SAP AMS support services.
• Provide regular updates on system performance, incident trends, and service improvements to senior management.
• Conduct service reviews with key stakeholders to assess performance against SLAs and identify areas for improvement.

Qualifications & Experience:

• Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
• Experience:
  • Minimum of 10 years of experience in SAP Application Management Services (AMS) with a focus on support operations.
  • Proven experience managing large-scale SAP environments (ECC6/S/4HANA) across multiple modules (e.g., FICO, SD).
  • Strong understanding of ITIL processes (incident management, problem management). ITIL certification is a plus.

Preferred-Have Qualifications:

1. Minimum of 10 years of experience in SAP AMS with a focus on support operations.
2. Proven experience managing SAP environments (ECC6/S/4HANA) across multiple modules (FICO, SD, etc.).
3. Strong knowledge of ITIL processes (incident management, problem management). ITIL certification is a plus.

Why Qualitest?

• Founded in 1997, Qualitest offers a wide range of digital quality solutions designed to provide enterprise customers with end-to-end quality management services across the software lifecycle. Qualitest achieves this by deploying engagement models tailored to the precise quality engineering needs of technology platforms in the financial services, health services, telecom, technology, retail, media, gaming, and utilities industries. It has operations in the US, UK, India, Germany, Romania, Israel, Argentina, Mexico, Switzerland, and Portugal, and serves over 400 blue-chip customers worldwide.
• We provide industry-leading managed services that drive Quality for Quality Assurance and Testing of hardware devices, software apps and experiences as well as Ground Truth Data Services for artificial intelligence (AI) and machine learning (ML)
• Be a part of a company who strives to support for diversity and inclusion in the workplace – we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
• Local and global opportunities – we offer you internal rotation and international mobility opportunities to grow your career.
• Clear view of your career and progression with the company – Qualitest is growing massively (since 2021 – tripled our employees base – we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
• Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers.
• Never stop experimenting and learning with QCraft – our Learning & Development platform: 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more
• Earn bonuses via our Client Referral and Employee Referral Program’s. Refer and earn – tap your network for net-worth.
• We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers’ achievements.
• A Competitive pay, the salary range for the role is Salary = $110k-130k Annually
• Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
• Life and disability insurance.
• Take care of your health with enrollment into one of our competitive healthcare benefits.

Intrigued to find more about us? 

• Visit our website at Careers - Qualitest Group 

If you like what you have read, send us your resume and let’s start talking!