SAP Technical Service Manager (TSM)

Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.

Responsibilities

• 10+ years of overall SAP technical experience with significant experience in SAP service delivery or technical management.
• Strong experience in SAP Basis and SAP technical operations.
• Hands-on experience with SAP S/4HANA, SAP ECC, and SAP HANA environments.
• Experience managing complex SAP landscapes and production environments.
• Strong understanding of SAP system architecture, transports, performance, monitoring, and troubleshooting.
• Experience with SAP upgrades, migrations, implementations, and technical transformations.
• Experience working with SAP Solution Manager / SAP Cloud ALM is preferred.
• Strong understanding of ITIL-based service management processes.
• Experience managing incidents, problems, changes, releases, and technical escalations.
• Experience with cloud technologies such as AWS, Azure, or GCP.
• Strong knowledge of SAP integration concepts, interfaces, APIs, and middleware.
• Lead SAP technical operations across production and non-production environments.
• Manage SAP system availability, performance, capacity, monitoring, and reliability.
• Coordinate incident, problem, change, and release management activities.
• Drive root-cause analysis and corrective actions for recurring and high-priority issues.
• Partner with SAP Basis, Security, Infrastructure, Cloud, Network, Database, and Application teams.
• Coordinate SAP upgrades, migrations, patches, maintenance, and technical transformations.
• Support SAP S/4HANA transformation and modernization initiatives.
• Manage technical service providers, vendors, and offshore/onshore delivery teams.
• Establish and monitor SLAs, KPIs, operational metrics, and service-quality objectives.
• Lead service reviews and communicate technical risks, issues, and improvement plans to stakeholders.
• Ensure compliance with enterprise security, governance, audit, and ITIL processes.
• Identify opportunities for automation, process optimization, and operational cost reduction.
• Develop and maintain technical documentation, service procedures, architecture diagrams, and operational runbooks.
• Provide technical leadership during major incidents and business-critical events.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.