Sr. Manager, SAP Application Support

Responsibilities

• Own end-to-end application support across SAP and non-SAP systems
• Establish clear ownership of incident management, problem management, and service delivery
• Ensure high system availability, performance, and reliability across business-critical platforms
• Lead incident management processes, including triage, prioritization, and resolution
• Drive root cause analysis (RCA) and ensure issues are tracked to permanent resolution
• Reduce recurring incidents through structured problem management practices
• Establish SLAs, monitor performance, and ensure adherence
• SAP & Enterprise Systems Support
• Oversee support for SAP ERP (S/4 or ECC) and related modules (MM, SD, FICO)
• Manage support across integrated systems including WMS, TMS, store systems, and financial applications
• Ensure seamless data flow and system integration stability across platforms
• Continuous Improvement & Automation
• Implement processes to move from reactive support → proactive improvement
• Identify opportunities for automation, monitoring, and operational efficiency
• Establish a Run insights loop, feeding recurring issues into product and engineering backlogs
• Cross-Functional Collaboration
• Partner with Product teams to align on prioritization of enhancements and fixes
• Work closely with Engineering and Architecture to address systemic issues
• Collaborate with PMO on governance, reporting, and prioritization
• Vendor & Offshore Management
• Manage external vendors and AMS partners supporting SAP and non-SAP systems
• Ensure vendor accountability for SLA adherence, quality, and delivery
• Drive reduction in vendor dependency by strengthening internal capabilities
• Operational Governance & Reporting
• Provide regular reporting on incidents, trends, root causes, and system health
• Track KPIs such as incident volume, resolution time, and repeat issues
• People Leadership
• Build and lead a high-performing application support team
• Foster a culture of accountability, ownership, and continuous improvement

Qualifications

• 8–12+ years of experience in application support, production support, or IT operations, with leadership experience
• Strong experience supporting SAP ERP (S/4 or ECC), particularly MM, SD, and/or FICO modules (required)
• Proven experience in incident management, problem management, and root cause analysis
• Deep understanding of enterprise systems across: Merchandising and Purchasing, Supply Chain and Logistics, Finance systems, Store systems
• Strong experience working with AMS vendors and offshore teams
• Demonstrated ability to: Drive issues to permanent resolution (not just quick fixes), Establish support processes, SLAs, and governance models, Improve system reliability and reduce incident volume
• Familiarity with ITIL frameworks and best practices
• Strong collaboration skills across Product, Engineering, and Business teams
• Excellent communication and stakeholder management skills