SAP Callidus (SAP Commissions) Support Lead

Work location: Pan India

Interview mode: F2F interview mandatory

Experience: 8-12 Years (with at least 5+ years in SAP Commissions/Callidus and 2+ years leading L2/L3 support teams)

Job Title:

SAP Callidus (SAP Commissions) Support Lead

Experience:

8-12 Years (with at least 5+ years in SAP Commissions/Callidus and 2+ years leading L2/L3 support teams)

Job Description:

Lead on-site application support for SAP Callidus (SAP Commissions) as the single point of accountability for incident, problem, and change management. Own day-to-day stability of commissions operationsincluding data loads (EIM), crediting and compensation calculations, payee management, pipeline monitoring, and release readinesswhile collaborating closely with Business (Sales Ops/Finance), IT, and SAP product support. Ensure SLA/OLA adherence, audit readiness, and continuous improvement of processes, tooling, and knowledge assets for a business-critical incentive compensation platform.

Key Responsibilities:

• 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.

Must Have Skills:

• 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.
• Team leadership: mentoring L1/L2 analysts, workload prioritization, shift/on-call planning, and knowledge base development.

Good to Have Skills:

• 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.