* Service Operations: Lead daily stand-ups for production support, manage queues (e.g., ServiceNow/Jira), and maintain MTTR/FTR within agreed SLAs.
* Incident & Problem Management: Drive end-to-end triage, RCAs, corrective actions, and problem records for recurring issues; publish incident communications.
* Change & Release Management: Plan and execute configuration changes, patches, and releases; maintain regression test suites and UAT coordination; obtain CAB approvals.
* Application Configuration: Maintain plans, rules, rate tables, calendars, roles/partitions, and position/payee hierarchies; ensure version control and documentation.
* Data & Integration Operations: Own EIM loads, validations, and reconciliations; monitor pipelines/schedulers; coordinate fixes across CRM/ERP/iPaaS teams.
* Payout Accuracy & Period Close: Run/monitor calculations, validate results with Finance/Sales Ops, manage disputes/adjustments, and sign-off for payroll integration.
* Performance & Stability: Track and remediate long-running jobs, bottlenecks, and data quality defects; recommend design optimizations.
* Governance & Reporting: Provide weekly/monthly service reports (SLA/OLA, incident trends, backlog, risk/issues, improvement actions); maintain SOPs and runbooks.
* Security & Compliance: Enforce access controls, segregation of duties, and audit evidence; support internal/external audits with complete documentation.
* Stakeholder & Vendor Management: Coordinate with SAP Support and implementation partners; manage priorities, escalations, and communications with business sponsors.
* Team Leadership & KT: Coach support analysts, plan shifts/on-call rotations, and maintain a robust knowledge base for faster resolution.
* Continuous Improvement: Identify automation opportunities, enhance monitoring/alerting, and drive post-incident reviews for sustained reliability.
Your Profile
Essential skills/knowledge/experience
* Hands-on expertise in SAP Commissions (Callidus) configuration: crediting, compensation rules, plans, rate tables, calendars, positions/payees, and security (roles/partitions).
* Strong L2/L3 production support experience: incident triage, root-cause analysis (RCA), defect resolution, workarounds, and communication management.
* Data operations proficiency: EIM templates, data validations, reconciliation, pipeline/job scheduler monitoring, and performance tuning.
* Integration knowledge with CRM/ERP and ETL/iPaaS (e.g., Salesforce/CRM,SAP, SAP CPI /Informatica); ability to read and troubleshoot interface files and APIs.
* Service management and governance: ITIL processes for Incident/Problem/Change, CAB readiness, release/hotfix planning, and regression testing.
* Stakeholder management and communication: working with Sales Operations, Finance, HR, and cross-functional IT teams; creating status reports and runbooks.
* Analytical skills with SQL/Excel for data analysis, variance checks, payout reconciliations, and audit evidence preparation.
* Exposure to SAP Territories & Quotas (T&Q/TQM), SAP CPQ, or related SPM components.
* Experience across multiple pods/environments, refreshes, and performance optimization.
* Familiarity with reporting/analytics in SAP Commissions and downstream data warehousing.
* Scripting/automation for operational efficiency (e.g., file checks, reconciliations, alerting).
* Certifications: ITIL v3/v4, PMP/Prince2, or equivalent service/project management credentials.
* Understanding of compliance frameworks (SOX), data privacy, and audit controls in compensation processing.
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