SAP Application Managed Service (AMS) Support

Requirement :

SAP Module Support: Provide comprehensive support for SAP modules including FICO, SD, MM-WM, PO (Process Orchestration), BW, ABAP, BASIS (excluding server maintenance), and HANA Studio. Assist with integration to systems such as GRC, Ariba (Sourcing, Buying & Invoicing), and SuccessFactors. Potential support for EWM may be required during the contract period.
Incident Management: Troubleshoot and resolve incidents efficiently, conduct root cause analysis, and implement corrective and preventive measures. Ensure adherence to SLAs with maximum response times of 1 hour and resolution times of 4 hours for high priority, 8 hours for medium priority, and 2 days for low priority issues.
Change Request Management: Prepare and submit proposals for new Change Requests (CRs) or project plans, including scope of work, high-level solution design, estimated man-days, and timelines. Execute CRs using standard project management practices to ensure smooth implementation and timely delivery.
Documentation: Create and maintain comprehensive documentation, including Functional Design and Functional Specification documents, Technical (development) documentation, SIT & UAT documents, user manuals, and handover documents. Conduct handover sessions post Go-Live support.
Service Review and Reporting: Prepare monthly reports and participate in quarterly reviews, detailing effort usage and balance for each CR/project proposal, actual development timelines, and incident SLA reports.
Post Go-Live Support: Provide support after Go-Live for daily transactions for 1 week, weekly transactions for 1 month, and monthly transactions for 2 months, ensuring no additional charges for support during this period for the same scope.
Backup and Handover Planning: Ensure backup consultants are assigned to mitigate unavailability in ongoing problem-solving or CR/project development. Manage permanent replacements effectively, with notifications to the relevant parties and seamless handover processes.
Qualifications:

Minimum of 5 years of experience in SAP support and maintenance, particularly in FICO, SD, MM-WM, PO, BW, ABAP, BASIS, and HANA Studio.
Strong problem-solving skills with a focus on root cause analysis and implementing effective solutions.
Excellent documentation skills, with the ability to create clear and concise functional and technical specifications.
Familiarity with project management methodologies and experience in managing change requests.
Ability to work collaboratively in a team environment and communicate effectively with stakeholders.
Knowledge of SAP best practices and a commitment to maintaining high service quality.