Production Support Lead with strong expertise in SAP along with exposure to FICO, OpenText VIM and SAP In-House Cash (IHC) modules.
The role involves leading L2/L3 production support, ensuring system stability, managing incidents, and driving continuous improvements across AP processes. Should have experience in incident management, stakeholder coordination, and service delivery platforms like ServiceNow and JIRA.
Lead end-to-end production support for Accounts Payable PDO ( SAP ).
Manage L2/L3 incidents, service requests, and problem management activities.
Ensure adherence to SLA/KPI commitments (incident resolution, response times, backlog reduction).
Perform root cause analysis (RCA) and implement preventive measures.
Collaborate with technical teams for enhancements and defect fixes
Monitor batch jobs, interfaces, and workflows (Autosys).
Ensure successful completion of payment runs and critical AP processes.
Proactively identify risks and system issues before business impact.
Drive ticket management using ServiceNow / JIRA:
Incident tracking, prioritization, escalation
Change and release coordination
Act as a primary point of contact for business users and stakeholders.
Communicate effectively with global teams across regions.
Conduct regular status reviews and provide leadership updates
Identify opportunities for process optimization and automation.
Reduce manual intervention in AP processes through system improvements.
Drive initiatives for operational excellence and cost efficiency
Excellent communication and stakeholder management skills
Strong leadership and team management abilities
Ability to work in critical support environment
Proactive mindset with focus on risk mitigation and continuous improvement
Bachelor's/Master's degree in Computer Science, or Engineering field (BE/ME/MCA/BTech/MTech) with 8+ years of progressive IT experience
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