Hybrid SAP C4C Functional Specialist presso MKS Instruments, Inc.

We are seeking an experienced and hands-on SAP Functional Support Manager to lead the daily operations of our SAP application support team. This role is critical in overseeing the delivery, governance, and continuous improvement of SAP support services across key functional areas such as OTC, FICO, and Supply Chain.

The ideal candidate is a techno-functional leader who can manage a high-volume support environment, serve as the escalation point for incidents, and drive operational excellence through knowledge management, process improvements, and team mentorship.

Key Responsibilities:

🔹 Support Team Leadership & Governance

• Own and manage day-to-day operations for SAP AMS support across FICO, OTC, MM, and related modules.
• Serve as the primary escalation point for functional SAP support tickets (P1/P2), working closely with technical leads and vendors.
• Plan and coordinate shift coverage, holiday schedules, and resource allocation to ensure global support continuity.
• Ensure proper knowledge transfer from enhancement projects and manage onboarding for new support team members.

🔹 Operational Excellence & Continuous Improvement

• Track and manage support metrics (SLA, backlog, resolution time); drive service improvement initiatives.
• Identify patterns in incidents and lead RCA (root cause analysis) and problem management.
• Promote knowledge base creation, training materials, and reuse of solutions across modules.
• Work closely with the Application Delivery Manager to improve triaging, process standardization, and reporting.

🔹 Techno-Functional Expertise & Incident Resolution

• Provide functional insight and collaborate with the technical team to troubleshoot issues involving IDocs, batch jobs, APIs, interfaces, and custom objects.
• Participate in reviewing transports, customizations, and integration points affecting support.
• Coordinate UAT support and quarter-end readiness activities in collaboration with the business and enhancement teams.
• Collaborate with BASIS and integration teams to ensure performance, stability, and compliance.

🔹 Cross-Functional & Vendor Coordination

• Liaise with external vendors for specialized support issues.
• Participate in weekly governance calls to track open tickets, escalations, and vendor performance.
• Partner with other IT and business teams to align support with business priorities and user satisfaction goals.

Qualifications

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.

• 8+ years of hands-on SAP experience, including at least 3+ years in a support/AMS leadership or team lead role.
• Deep functional knowledge of at least two SAP modules (e.g., SD, MM, FICO, WM).
• Technical understanding of SAP interfaces (IDoc, PI/PO, RFCs, BAPIs), batch jobs, and transport mechanisms.
• Experience with incident management systems (e.g., ServiceNow), SLA tracking, and performance dashboards.
• Strong analytical and problem-solving skills; ability to drive RCA and cross-functional resolution.

• Prior involvement in SAP upgrades or enhancement projects.
• ITIL Foundation Certification or equivalent process maturity experience.

• Familiarity with SAP Solution Manager or other documentation platforms.
  
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Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Instruments, Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.  MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [email protected] .

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