Job Title: SAP SD (OTC) AMS Support Architect
Location: Remote
Duration:12months
Experience: 10–15+ Years
Employment Type: Contract
Job Summary
We are seeking an experienced SAP SD (Sales and Distribution) OTC AMS Support Architect to lead solution architecture, complex production support, and continuous improvement initiatives for a global SAP application management services (AMS) environment.
The ideal candidate will have extensive experience in SAP SD functional architecture, Order-to-Cash (OTC) process design, production support, incident management, and cross-functional integration. The candidate must be capable of resolving complex business-critical issues, defining scalable solutions, guiding functional support teams, and ensuring the stability and performance of SAP SD processes.
The role requires strong hands-on expertise combined with architectural leadership, stakeholder management, root cause analysis, and the ability to support global business operations during US business hours.
Key Responsibilities
SAP SD Architecture and Solution Design
- Own SAP SD functional architecture and solution design across end-to-end Order-to-Cash processes.
- Design and review scalable solutions for sales order management, pricing, delivery processing, billing, credit management, and returns.
- Evaluate complex business requirements, identify solution gaps, and recommend appropriate SAP standard functionality and enhancements.
- Define configuration standards, solution design guidelines, and architectural best practices.
- Assess the impact of SAP changes, enhancements, integrations, and releases on existing business processes.
- Provide architectural guidance for SAP ECC and SAP S/4HANA environments.
AMS and Production Support Leadership
- Lead L2/L3 support activities for SAP SD and OTC processes in a global AMS environment.
- Provide technical and functional direction for resolving high-priority incidents, recurring issues, and business-critical production failures.
- Oversee incident, problem, and change management processes, ensuring timely resolution and minimal business disruption.
- Perform and review root cause analysis (RCA) for critical incidents and implement permanent corrective actions.
- Establish support procedures, escalation mechanisms, service-level expectations, and knowledge management practices.
- Identify recurring incidents and drive automation, process optimization, and preventive maintenance initiatives.
- Support month-end, quarter-end, and year-end business-critical activities.
Order-to-Cash Functional Expertise
- Provide architectural oversight across:
- Inquiry and quotation management
- Sales order processing and order management
- Delivery processing, shipping, and goods issue
- Billing, invoicing, and revenue-related integration
- Pricing procedures, condition techniques, discounts, taxes, and freight
- Returns, credit memos, and debit memos
- Credit management and order blocks
- Customer and material master data
- Resolve complex pricing, billing, output determination, delivery, and document-flow issues.
- Ensure consistency, control, and performance across the complete OTC lifecycle.
Cross-Functional Integration
- Lead integration design and issue resolution across SAP SD and:
- SAP MM – Materials Management
- SAP FI/CO – Finance and Accounting
- SAP WM/EWM – Warehouse and Extended Warehouse Management
- SAP PP – Production Planning
- Oversee interfaces and transaction flows involving EDI, IDocs, APIs, and middleware.
- Troubleshoot integration failures, data inconsistencies, and downstream processing issues.
- Coordinate with technical, infrastructure, security, and business teams to resolve cross-functional incidents.
Stakeholder and Team Leadership
- Serve as the primary SAP SD architecture contact for business stakeholders and delivery teams.
- Translate business requirements into functional solution designs and technical specifications.
- Lead design reviews, impact assessments, and solution walkthroughs.
- Mentor SAP SD consultants and support analysts on complex functional and production issues.
- Coordinate with onsite and offshore teams across global support operations.
- Prepare architecture documents, support metrics, RCA reports, and continuous improvement roadmaps.
Required Skills and Qualifications
SAP SD / OTC Expertise
- 10–15+ years of SAP experience, with deep expertise in SAP SD and end-to-end OTC processes.
- Strong experience designing and supporting complex SAP SD solutions in enterprise environments.
- Expertise in pricing configuration, condition techniques, billing, delivery processing, credit management, and returns.
- Strong understanding of customer master data, material master data, partner determination, copy control, and output determination.
- Experience with complex order-to-cash scenarios and business-critical production issues.
AMS and Support Architecture
- Extensive experience in SAP AMS, production support, and L2/L3 escalation management.
- Proven ability to lead critical incident resolution, problem management, RCA, and permanent fixes.
- Experience defining support models, escalation processes, operational standards, and service improvement plans.
- Strong understanding of ITIL-based incident, problem, and change management.
- Experience with ServiceNow, Jira, Remedy, or similar ticketing platforms.
SAP S/4HANA and Integration
- Experience with SAP S/4HANA SD and its differences from SAP ECC.
- Strong understanding of SAP SD integration with MM, FI/CO, WM/EWM, and PP.
- Knowledge of EDI, IDocs, APIs, interfaces, and middleware integration patterns.
- Ability to evaluate functional and integration impacts of system changes and releases.
Architectural and Leadership Capabilities
- Experience leading SAP SD solution design, architecture reviews, and complex functional decisions.
- Ability to assess business requirements, recommend standard SAP solutions, and minimize unnecessary custom development.
- Strong analytical, troubleshooting, and decision-making skills.
- Excellent communication, stakeholder management, and team leadership capabilities.
- Ability to work independently during offshore night shifts and support global business operations.
Preferred Qualifications
- SAP SD certification or relevant SAP S/4HANA certification.
- Experience supporting global, multi-country SAP implementations and AMS engagements.
- Exposure to SAP Activate, SAP Fiori, and S/4HANA transformation programs.
- Experience with continuous improvement, support automation, and service delivery optimization.
- Experience working with SLAs, KPIs, incident trends, and operational governance.
