SAP SD (OTC) AMS Support Architect

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.