AMS Presales Senior Consultant

Job Description

Roles & Responsibilities:

1. Application Managed Services

· Manage end-to-end AMS services for enterprise applications.

· Ensure application availability, stability, performance and SLA adherence.

· Manage incidents, service requests, problems and changes.

· Drive incident reduction through root-cause analysis and preventive actions.

· Monitor application health and proactively identify potential service issues.

· Ensure effective transition of applications into AMS.

Experience :

8–15 years in Application Managed Services, Application Support, IT Operations, or IT Service Management

Advantageous Experience

· SAP + non-SAP integrated landscape

· Oracle + SAP environments

· Manufacturing applications

· Global AMS engagements

· Large-scale application transitions

· Cloud AMS

· AIOps

· GenAI-powered application support

· ServiceNow automation

· Process automation / RPA

· ITIL certification

· Experience in GSI / managed services organizations

2. SAP Application Support

Experience in one or more SAP areas such as:

· SAP S/4HANA

· SAP ECC

· SAP FICO

· SAP MM / SD / PP

· SAP SuccessFactors

· SAP Ariba

· SAP BW/4HANA

· SAP Basis

· SAP Integration / interfaces

Experience with SAP AMS / SAP Application Support is highly desirable.

3. Oracle Application Support

Experience across one or more:

· Oracle E-Business Suite

· Oracle Fusion Cloud

· Oracle ERP

· Oracle HCM

· Oracle SCM

· Oracle Database/application ecosystem

4. Non-SAP Application Support

Exposure to enterprise application ecosystems such as:

· Microsoft Dynamics / D365

· Salesforce

· ServiceNow

· Workday

· MES / Manufacturing applications

· PLM applications

· Supply Chain applications

· Custom Java /.NET applications

· API / Integration platforms

· Data & Analytics platforms

Candidates need not have expertise across all platforms but should demonstrate the ability to operate within a heterogeneous enterprise application landscape.

AMS Transformation & Automation

A key expectation of the role is to move beyond traditional L1/L2/L3 support.

The candidate should be able to identify opportunities for:

· Automation of repetitive support activities

· AI-assisted incident resolution

· Automated monitoring and alerting

· Self-healing / auto-remediation

· Knowledge-based resolution

· Chatbots / virtual support agents

· Predictive incident management

· Automated ticket classification and routing

· Application performance analytics

· Shift-left and self-service capabilities

Experience with GenAI / AI agents / AIOps in AMS will be an advantage.

Service Management

Strong understanding of ITIL / ITSM practices including:

· Incident Management

· Problem Management

· Change Management

· Service Request Management

· Knowledge Management

· SLA / KPI management

· Major Incident Management

· Service Reporting

· Continual Service Improvement

Experience with tools such as ServiceNow, Jira, BMC or equivalent ITSM platforms is desirable.

Transition & Transformation

The candidate will also participate in:

· Application transition / KT from incumbent vendors

· Due diligence and application discovery

· Knowledge acquisition

· Support model definition

· Runbook development

· SLA/KPI definition

· Transition planning

· Stabilization

· Continuous improvement

· Application modernization initiatives

· Cloud migration-related AMS

Stakeholder Management

· Work closely with CIO/CTO organizations and business stakeholders.

· Coordinate with SAP, Oracle, Microsoft and other technology partners.

· Manage customer escalations and service reviews.

· Participate in governance meetings.

· Communicate service performance, risks and improvement initiatives to senior stakeholders.

· Collaborate with offshore/nearshore/onshore teams.

Educational qualification:

· Bachelor’s degree in engineering, Computer Science, Information Technology or equivalent.

· 8–15 years of relevant IT experience, preferably with significant AMS exposure.

· Experience working in a large enterprise / GSI / multi-vendor environment.

· Strong communication and stakeholder-management skills.

· Ability to work across technology and business teams.