Manager Incident & Problem Management

Title: Manager Incident & Problem Management

Location: West Palm Beach, FL (2-3 days in office)

Notes

• We are seeking a highly resilient Incident & Problem Management Manager to serve as the operational anchor and "first responder" for the SAP CoE.
• In this critical leadership role within the Service Delivery pillar, you will be responsible for restoring normal service operations and leading comprehensive Root Cause Analysis (RCA).
• Must be able to draft executive communication on outages etc
• Will handle Problem management and RCA After events / what happened and how do we do better / how do we document what happened
• Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.
• Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.
• Minimum of 5+ years of experience in Major Incident Management, Problem Management, or IT Service Management within an SAP environment.
• Demonstrated expertise in SAP S/4HANA systems and architecture.
• Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB).
• Proven experience in vendor management, specifically overseeing Application Management Services (AMS) partners and SLA enforcement.