AMS Presales Senior Consultant

Job Description

Roles & Responsibilities

• 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.

• 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.

• 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

• 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.

Qualifications

Educational qualification

. Bachelor's degree in engineering, Computer Science, Information Technology or equivalent.

. 8-15 years of relevant IT experience, preferably with significant AMS exposure.

. Experience working in a large enterprise / GSI / multi-vendor environment.

. Strong communication and stakeholder-management skills.

. Ability to work across technology and business teams.

Experience

8-15 years in Application Managed Services, Application Support, IT Operations, or IT Service Management

Mandatory/requires Skills

Advantageous Experience

. SAP + non-SAP integrated landscape

. Oracle + SAP environments

. Manufacturing applications

. Global AMS engagements

. Large-scale application transitions

. Cloud AMS

. AIOps

. GenAI-powered application support

. ServiceNow automation

. Process automation / RPA

. ITIL certification

. Experience in GSI / managed services organizations