SAP Production Support Lead – Accounts Payable

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

Bachelors/Masters degree in Computer Science or Engineering field (BE/ME/MCA/BTech/MTech) with 8 years of progressive IT experience