SAP Production Support Lead – Accounts Payable
Ford Motor Company
The role involves leading L2/L3 production support, ensuring system stability, managing incidents, and driving continuous improvements across AP processes. Should have experience in incident management, stakeholder coordination, and service delivery platforms like ServiceNow and JIRA.
- Lead end-to-end production support for Accounts Payable PDO ( SAP ).
- Manage L2/L3 incidents, service requests, and problem management activities.
- Ensure adherence to SLA/KPI commitments (incident resolution, response times, backlog reduction).
- Perform root cause analysis (RCA) and implement preventive measures.
- Collaborate with technical teams for enhancements and defect fixes
- Monitor batch jobs, interfaces, and workflows (Autosys).
- Ensure successful completion of payment runs and critical AP processes.
- Proactively identify risks and system issues before business impact.
- Drive ticket management using ServiceNow / JIRA:
- Incident tracking, prioritization, escalation
- Change and release coordination
- Act as a primary point of contact for business users and stakeholders.
- Communicate effectively with global teams across regions.
- Conduct regular status reviews and provide leadership updates
- Identify opportunities for process optimization and automation.
- Reduce manual intervention in AP processes through system improvements.
- Drive initiatives for operational excellence and cost efficiency
- Excellent communication and stakeholder management skills
- Strong leadership and team management abilities
- Ability to work in critical support environment
- Proactive mindset with focus on risk mitigation and continuous improvement