SeniorStaffEngineer,SAPHybrisAMS

👋🏼We're Nagarro. We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (18,500+ experts across 40 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in! REQUIREMENTS: • Total experience 7.5+ Years. • Strong experience in Application Support, AMS, and IT Service Management. • Hands-on expertise in troubleshooting, automation, configurations, and production support. • Experience supporting SAP Hybris / SAP Commerce Cloud and API-based applications. • Good understanding of E-commerce platforms and ITIL/ITSM processes. • Experience managing SLAs, KPIs, incidents, escalations, and service delivery. • Strong stakeholder management, customer communication, and team leadership skills. • ITIL certification preferred. RESPONSIBILITIES: • Manage end-to-end application support and service delivery operations. • Ensure SLA and KPI compliance through monitoring, reporting, and governance. • Act as the primary customer contact for service issues, escalations, and reviews. • Lead incident, problem, and change management activities. • Drive service improvement initiatives and implement best practices. • Manage resource planning, team mentoring, and performance management. • Support RFPs, service design activities, audits, and compliance requirements. • Develop risk mitigation and disaster recovery plans to ensure service continuity. • Coordinate with technical teams to resolve critical production issues and improve system stability. • Support 24x7 operations and handle high-priority escalations when required. ## Qualifications Bachelor’s or master’s degree in computer science, Information Technology, or a related fields