Job Description & How to Apply Below
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India (Hybrid / Onsite)
: 2 – 3 Years
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Full-Time
: SAP PMO Analyst
️ : SAP AMS, Service Now, SLA Monitoring, Incident Management, ITIL
We are looking for a proactive and detail-oriented with hands-on experience in SAP Application Management Services (AMS) / Support project environments. The ideal candidate should be able to monitor SLAs, manage tickets end-to-end using service desk tools, coordinate between customer stakeholders and SAP support teams, and deliver structured daily and weekly status updates.
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✅ Monitor SLA compliance for Incidents, Service Requests (SRs), and Change Requests (CRs) and trigger proactive escalations
✅ Hands-on ticket operations in service desk tools — SAPPHIRE, Service Now, BMC Remedy, JIRA, or SAP Solution Manager
✅ Perform real-time ticket queue monitoring and daily ticket hygiene across all priority levels
✅ Coordinate end-to-end SR and CR lifecycle from intake to closure with customer sign-off
✅ Manage P1/P2 incident bridge calls, track RCA delivery, and maintain the Major Incident Register
✅ Act as SPOC between the customer and the SAP AMS delivery team for all PMO communications
✅ Prepare and circulate Daily Status Reports (DSR) covering ticket health, SLA status, and action items
✅ Facilitate Weekly Review Meetings, prepare WSR decks, and distribute MOM with tracked action items
✅ Maintain RAID log, AMS Operations Tracker, and SLA scorecards for management visibility
✅ Support Quarterly Business Reviews (Q ) with data preparation and governance deck creation
✅ Coordinate across onshore and offshore SAP support teams for seamless 24x7 support coverage
✅ Maintain Knowledge Base (KB) articles and identify recurring ticket patterns for Problem Management
✔️ SAP Module Knowledge — MM / SD / FICO / HCM / PP / PM or similar
✔️ SAP AMS / Support Project Experience
✔️ Service Desk Tools — Service Now, BMC Remedy, JIRA, SAP Sol Man
✔️ SLA Monitoring & Breach Management
✔️ Incident, SR & CR Management
✔️ ITIL Framework — Incident, Problem, Change, Service Request
✔️ Customer & Stakeholder Coordination
✔️ Daily Status Reports (DSR) & Weekly Status Reports (WSR)
✔️ MOM Documentation & Action Item Tracking
✔️ RAID Log & AMS Operations Tracker
✔️ MS Excel, MS PowerPoint, MS Word
✔️ Offshore-Onshore Coordination
✔️ Good Communication Skills — Verbal & Written
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