Senior Staff Engineer,SAP Hybris AMS

REQUIREMENTS:

• Total experience 7.5+ Years.
• Strong experience in Application Support, AMS, and IT Service Management.
• Hands-on expertise in troubleshooting, automation, configurations, and production support.
• Experience supporting SAP Hybris / SAP Commerce Cloud and API-based applications.
• Good understanding of E-commerce platforms and ITIL/ITSM processes.
• Experience managing SLAs, KPIs, incidents, escalations, and service delivery.
• Strong stakeholder management, customer communication, and team leadership skills.
• ITIL certification preferred.

RESPONSIBILITIES:

• Manage end-to-end application support and service delivery operations.
• Ensure SLA and KPI compliance through monitoring, reporting, and governance.
• Act as the primary customer contact for service issues, escalations, and reviews.
• Lead incident, problem, and change management activities.
• Drive service improvement initiatives and implement best practices.
• Manage resource planning, team mentoring, and performance management.
• Support RFPs, service design activities, audits, and compliance requirements.
• Develop risk mitigation and disaster recovery plans to ensure service continuity.
• Coordinate with technical teams to resolve critical production issues and improve system stability.
• Support 24x7 operations and handle high-priority escalations when required.

Bachelor’s or master’s degree in computer science, Information Technology, or a related fields