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