Job Description Job Description Key Responsibilities AMS Support & Incident Management Provide L2/L3 support for SAP C4C issues Troubleshoot and resolve: Sales & Service processes (Leads, Opportunities, Quotes, Tickets), UI issues, workflow failures, and business rule errors Handle SLA-based tickets using tools like ServiceNow / JIRA / Remedy C4C Functional Support Support end-to-end processes: Lead → Opportunity → Quote → Order (integration to ECC), Service Ticket → Service Request → Resolution Manage: Business configuration (Fine-Tuning / Adaptation), Pricing, territory management, activity management, Service processes and SLA configurations Integration with ECC Support integration scenarios between C4C ↔ ECC : Master data replication (Customers, Materials, Pricing), Transactional data (Sales Orders, Quotes, Service Requests) Troubleshoot: Middleware issues (SAP CPI / PI/PO), IDocs / Web services / OData APIs Monitor and resolve message failures in: Communication Arrangements, Message Dashboard Enhancements & Change Requests Work on CRs and enhancements : UI adaptations (Key User Tools), Business rules and workflows, Custom fields and extensions. Prepare functional specs and coordinate with technical teams (SDK / PDI) Data & Master Data Handling Ensure consistency of: Business Partners / Customers, Products / Pricing data Handle: Data replication issues, Data correction activities Testing & Deployment Perform: Unit Testing, Integration Testing (C4C ↔ ECC), UAT support Support release cycles and transport management Documentation & Knowledge Management Maintain: Functional documentation, KT materials, Configuration guides Conduct knowledge transfer sessions Continuous Improvement Identify opportunities to: Improve user experience, Optimize business processes, Enhance integration stability Required Skills & Experience ✔ Experience 8–12 years of SAP experience 3 years in SAP C4C (Sales Cloud / Service Cloud) Strong exposure to ECC AMS / Support projects ✔ Functional Expertise (C4C) Strong knowledge of: Sales Cloud (Leads, Opportunities, Quotes), Service Cloud (Tickets, SLAs, Service Requests) Experience with: Business configuration & fine-tuning, Pricing and territory management ✔ Integration Skills Strong understanding of: C4C ↔ ECC integration scenarios Experience with: SAP CPI (Cloud Platform Integration) / PI/PO, IDocs, Web Services, OData APIs Knowledge of: Communication Systems & Arrangements, Code List Mapping ✔ Technical Awareness Exposure to: C4C SDK (PDI development), ABSL scripting (nice to have) Understanding of: Data replication frameworks ✔ Tools & Methodologies ITSM tools: ServiceNow / JIRA / Remedy Understanding of: Incident, Problem, Change Management Good to Have Experience with: SAP Sales Cloud V2 / Service Cloud V2, SAP BTP integrations Exposure to: Fiori apps / APIs Basic understanding of: SAP S/4HANA