KEY RESPONSIBILITIES
- Lead and manage the end-to-end Knowledge Transition (KT) process from the incumbent vendor,
ensuring all process documentation, configuration guides, open tickets and operational knowledge are
formally captured and signed off.
- Provide AMS support by resolving Incidents, Service Requests and Change Requests logged through
the Service Desk Ticketing Tool, ensuring adherence to defined SLAs for P1–P4 priority levels across
simple, medium and complex issues.
- Conduct thorough Root Cause Analysis (RCA) for recurring or complex incidents and propose
preventive measures to minimise recurrence.
- Proactively identify gaps and opportunities in the current SAP S/4HANA implementation; evaluate and
recommend new SAP functionalities and best-practice configurations relevant to the FMCG Snack
Foods domain.
- Collaborate closely with Business Heads, Functional Managers and End Users to understand evolving
business requirements, translate them into SAP solutions and manage expectations throughout
resolution cycles.
- Prepare and submit accurate Service Desk reports – Daily Status Updates, Weekly Performance
Summaries and Monthly Management Reports – using prescribed templates, ensuring complete
visibility of ticket status, SLA adherence and backlog.
- Participate in Change Advisory Board (CAB) discussions, coordinate unit and user acceptance testing
for change requests, and ensure smooth deployment to the production environment.
- Maintain up-to-date functional documentation including process maps, configuration workbooks, test
scripts and knowledge base articles in line with the organisation’s documentation standards.
4. REQUIRED QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree or higher in Information Technology, Computer Science, Business Administration or
a related discipline.
- 2 to 8 years of hands-on experience as an SAP Functional Consultant with a strong command of at
least two core SAP modules relevant to FMCG operations (e.g., MM, SD, FI/CO, PP, QM, WM/EWM).
- Minimum 3 years of dedicated SAP S/4HANA AMS / production-support experience, demonstrating the
ability to resolve P1–P4 tickets independently within agreed SLAs.
- Demonstrable experience of having successfully executed KT activities in at least two SAP S/4HANA
support engagements, including structured document handovers, shadow-support phases and formal
KT sign-off with incumbent vendors.
- Working knowledge of ITIL-aligned service management principles, ticketing tools (e.g., ServiceNow,
Jira Service Management, Remedy) and SLA-driven support models.
- SAP Certification in relevant S/4HANA modules is preferred but not mandatory.
5. FUNCTIONAL & TECHNICAL COMPETENCIES
- Strong understanding of SAP S/4HANA 2023 core architecture, Fiori UX and relevant functional
processes within an FMCG / Consumer Goods industry context.
- Ability to perform configuration changes, functional specifications for ABAP
developments/enhancements, and coordinate with technical teams for complex resolutions.
- Experience in identifying underutilized SAP features and driving continuous improvement initiatives to
enhance process efficiency and system utilisation.
- Familiarity with SAP Best Practices, Solution Manager / Cloud ALM, and standard change
management procedures.
- Proficiency in MS Office tools (Excel, Word, PowerPoint) for reporting, documentation and stakeholder
communication.
6. COMMUNICATION & INTERPERSONAL SKILLS
- Fluent in English and Hindi with the ability to articulate technical concepts clearly to both technical
peers and non-technical business stakeholders at all levels, including CXOs, Business Heads and End
Users.
- Approachable, collaborative and customer-centric by nature, with a demonstrated ability to build trusted
relationships with client teams and maintain a positive, solution-oriented attitude under pressure.
- Strong listening skills, professional telephone and in-person etiquette, and the ability to manage user
expectations empathetically during critical incidents.
- Self-motivated with a proactive approach to problem-solving, time management and prioritization in a
fast-paced FMCG environment.
7. REPORTING & GOVERNANCE OBLIGATIONS
- Maintain real-time updates on all assigned tickets in the Service Desk Tool, ensuring accurate status,
resolution notes, RCA documentation and closure codes.
- Prepare and submit Daily Status Reports highlighting open tickets, in-progress items, SLA breaches (if
any) and escalation flags to the AMS Delivery Manager.
- Publish Weekly Support Performance Reports covering ticket volumes by priority/module, SLA
compliance rates, pending change requests and key highlights.
- Contribute to Monthly Management Review Reports presenting trends, RCA summaries, improvement
initiatives and upcoming risks, as per the prescribed templates agreed with the client.
- Adhere to all data confidentiality, access management and compliance policies of the client
organization.
8. KNOWLEDGE TRANSITION (KT) – SPECIFIC RESPONSIBILITIES
- Drive the KT plan in collaboration with the client’s IT leadership, establishing a clear schedule for
document collection, shadow support, reverse shadow and go-live readiness milestones.
- Engage proactively with the outgoing vendor to extract all functional design documents, open issue
logs, customization details, interface specifications and integration documentation.
- Validate completeness and accuracy of all KT artefacts, obtain formal sign-off from the client’s Project
Manager / IT Head, and maintain a centralized KT repository.
- Identify and escalate knowledge gaps or documentation deficiencies early to ensure no risk to AMS
operations post-KT.
Pay: ₹900,000.00 - ₹1,600,000.00 per year
Work Location: In person
