Description

* Provide day-to-day application management and production support for SAP HANA SCM Plant Maintenance and Warranty Management processes.
* Monitor, troubleshoot, and resolve incidents, defects, and service requests within agreed service levels.
* Perform issue analysis, root cause identification, and recommend permanent fixes.
* Support batch jobs, interfaces, data validations, and system health checks related to PM and warranty processes.
* Coordinate with cross-functional teams for issue resolution across integrated SAP modules and external systems.
* Support configuration, testing, and deployment of minor enhancements and defect fixes in SAP PM and Warranty Management.
* Analyze business requirements and translate them into supportable functional or technical solutions.
* Maintain application stability and ensure system changes do not negatively impact ongoing operations.
* Assist in transport management, release validation, and post-deployment support.
* Support plant maintenance business processes including equipment and functional location management, maintenance notifications and work orders, preventive and corrective maintenance, task lists, maintenance plans, breakdown maintenance, and service history.
* Support warranty-related processes including warranty master data, claims processing, entitlement validation, and warranty tracking and reporting.
* Work with business users to resolve process issues and improve operational effectiveness.
* Participate in ticket triage, prioritization, backlog management, and support reviews.
* Document incidents, resolutions, known errors, and support procedures.
* Contribute to knowledge base development and continuous improvement of support operations.
* Ensure compliance with change management, incident management, and problem management processes.
* Support audit, controls, and operational reporting requirements as needed.
* Partner with business stakeholders, SAP functional teams, BASIS, developers, integration teams, and testing teams.
* Escalate critical issues with clear impact assessment and recovery planning.
* Support user communication during incidents, outages, and planned changes.
* Provide guidance to junior support team members when required.

Required Expertise
* 8+ years of experience in application management support / AMS for SAP HANA SCM environments.
* Strong functional expertise in SAP Plant Maintenance (PM).
* Experience supporting Warranty Management processes and related business scenarios.
* Experience with incident management, problem management, service request handling, and root cause analysis.
* Understanding of SAP HANA environment and production support considerations.
* Experience with SAP configuration analysis, defect troubleshooting, testing support, and deployment support.
* Knowledge of integration points between SAP PM and related modules such as MM, CS, SD, and FI/CO.
* Strong business process analysis, documentation, communication, and stakeholder coordination skills.

Preferred Expertise
* Experience in SAP S/4HANA environments.
* Exposure to Warranty Claim Management and end-to-end warranty lifecycle processes.
* Knowledge of SAP workflow, interfaces, IDocs, and integration troubleshooting.
* Familiarity with SAP Fiori applications related to maintenance and service processes.
* Experience with service management tools such as ServiceNow, Jira, or similar platforms.
* Understanding of ITIL-based support processes.
* Experience supporting global or multi-site manufacturing or service operations.
* Exposure to reporting and analytics tools supporting maintenance and warranty operations.
* ABAP debugging experience or ability to work effectively with technical development teams.
* Experience in continuous improvement, support transition, or hypercare activities

Key Skills

Education

Bachelor's degree