SAP SD (OTC) AMS Support Architect

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.

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., 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.