SAP Global Trade Services || 12+ yrs || Bangalore

Project Role : Custom Software Engineer

Project Role Description : Design, build and configure applications to meet business process and application requirements.

Must have skills : SAP Global Trade Services

Good to have skills : Agribusiness, SAP Sales and Distribution (SD)

Minimum 12 year(s) of experience is required

Educational Qualification : 15 years full time education

Job Role

As an SAP GTM AMS Support Manager, you will be responsible for leading and governing Application Management Services for SAP Global Trade Management (GTM) across global business operations. You will ensure stable, compliant, and efficient GTM application support through SLA-driven service delivery, proactive monitoring, and continuous service improvement.

You will act as the primary service owner for SAP GTM within the AMS model, managing support teams, stakeholders, and vendors across ECC landscapes.

Key Responsibilities

AMS Service Ownership

Own end-to-end AMS delivery for SAP GTM in accordance with contracted SLAs and KPIs

Govern Incident, Problem, Change, and Service Request Management for GTM applications

Ensure compliance with ITIL-based AMS processes and service governance standards

Serve as the single point of accountability for GTM application stability and availability

Incident & Problem Management

Oversee L2/L3 production support and ensure timely resolution of incidents

Act as the escalation authority Priority production and compliance issues

Lead root cause analysis (RCA), problem management, and preventive action plans

Track recurring issues and drive permanent fixes to reduce ticket volumes

Integration & Technical Coordination

Creation, maintenance, and lifecycle management of Agri Trade Contact, Integration of trade contracts with logistics and procurement processes, GTM system configuration and determination procedures, Customs processing configuration etc.

Oversee support for integration between SAP GTM and SAP FI, MM & Other related ECC module.

Coordinate with Basis, Middleware, and Security teams for interface, IDoc, RFC, and performance issues

Manage AMS activities related to minor enhancements

Service Governance & Reporting

Define, track, and report AMS KPIs

Lead regular service review meetings with business stakeholders

Change & Release Management

Govern GTM-related changes under AMS change management

Ensure impact analysis, approvals, and production readiness for releases

Oversee testing support (Unit, Integration, UAT) for AMS-driven changes

Continuous Service Improvement

Drive continuous service improvement initiatives to enhance stability and performance

Implement automation, monitoring, and knowledge management improvements

Optimize support processes to improve efficiency and reduce operational costs

Team & Vendor Management

Manage AMS support teams across multiple geographies

Oversee onboarding, knowledge transition, and skill development

Coordinate with SAP and third-party vendors within the AMS framework