Manager Incident & Problem Management

Dycom; West Palm Beach (FL); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Weekly Paychecks

Paid Time Off & Holidays

Health Insurance (medical, dental, etc

Dental Insurance

Vision Insurance

401(k) with company match

Stock Purchase Plan

Education Reimbursement

Legal Insurance

Gym and wellness discounts

Job summary

Dycom Industries is implementing a large-scale SAP S/4HANA program and seeks an Incident & Problem Management Manager to serve as the operational anchor for the SAP Center of Excellence. You will lead Major Incident Management, orchestrate emergency responses, and drive RCA with cross-functional teams.

You will also oversee AMS partners, enforce SLAs, and craft executive communications during outages, ensuring rapid recovery and operational resilience across the SAP landscape.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 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 AMS partners and SLA enforcement.
• Exceptional communication skills, with the ability to draft executive-level communications during critical outages.
• Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations.
• Strong analytical mindset for monitoring incident trends and identifying training gaps.

Responsibilities

• Major Incident Management: Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.
• Emergency Orchestration: Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.
• Executive Communications: Draft and distribute clear, business-centric executive communications during outages, keeping IT Leadership, Corporate Sponsors, and OpCo Presidents informed of impact and recovery times.
• Post-Mortems: Lead the post-mortem analysis for all major incidents to decrypt the root cause of systemic failures.
• Structural Resolutions: Partner with SAP development and QC teams to design and deploy permanent fixes, preventing recurrence of known errors.
• Knowledge Management: Maintain the CoE’s Known Error Database (KEDB) to accelerate future triage.
• Vendor Operations: Oversee daily operations of external AMS partners, enforcing SLAs and managing ticket backlogs.
• SLA Enforcement: Ensure strict adherence to SLAs and accountability of external vendors.
• Tier Hand-offs: Ensure seamless ticket hand-offs between external support and CoE internal engineering teams.
• Volume Monitoring: Track daily incident volumes across Finance, Operations, and Supply Chain.
• Training Feedback Loop: Identify spikes in How-To tickets and feed insights back to change managers to update training materials.

Skills

Incident Management

Problem Management

RCA

Emergency Response

Executive Communications

Vendor Management

Cross-functional Collaboration

SAP

Education

Bachelor’s degree in IT/CS or related field

Tools

SAP S/4HANA

Job description

Discover a more connected career

Dycom Industries is embarking on a massive, transformational SAP S/4HANA implementation that will redefine how we operate. As we scale our world-class SAP Center of Excellence (CoE), operational resilience is our highest priority.

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).

Connecting you to great benefits

• Weekly Paychecks

• Paid Time Off, Parental Leave, and Holidays

• Insurance (including medical, prescription drug, dental, vision, disability, life insurance)

• 401(k) w/ Company Match

• Stock Purchase Plan

• Education Reimbursement

• Legal Insurance

• Discounts on gym memberships, pet insurance, and much more!

What you’ll do

Critical Incident Response

• Major Incident Management: Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.

• Emergency Orchestration: Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.

• Executive Communications: Draft and distribute clear, business-centric executive communications during outages, keeping the IT Leadership, Corporate Sponsors, and OpCo Presidents continuously informed of impact and estimated recovery times.

Problem Management & RCA

• Post-Mortems: Lead the post-mortem analysis for all major incidents to effectively decrypt the root cause of systemic failures.

• Structural Resolutions: Partner with the SAP development and QC teams to design and deploy permanent structural fixes, actively preventing the recurrence of known errors.

• Knowledge Management: Maintain the CoE’s Known Error Database (KEDB) to accelerate and streamline future triage efforts.

AMS & Vendor Governance

• Vendor Operations: Oversee the daily operations of external Application Management Services (AMS) partners, functioning as the Tier 1 and Tier 2 support teams.

• SLA Enforcement: Enforce strict adherence to Service Level Agreements (SLAs), holding external vendors strictly accountable for response times, resolution quality, and ticket backlog reduction.

• Tier Hand-offs: Ensure seamless ticket hand-offs between the external support desk and the CoE's internal Level 3 engineering teams.

Operational Analytics & Trend Spotting

• Volume Monitoring: Monitor daily incident volumes across all core business domains, including Finance, Operations, and Supply Chain.

• Training Feedback Loop: Identify spikes in "How-To" tickets that indicate a failure in user training rather than a system defect, and feed this intelligence back to change managers to proactively update training materials.

What you’ll need

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 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.

• Exceptional communication skills, with the ability to draft executive-level communications during critical outages.

• Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations.

• Strong analytical mindset for monitoring incident trends and identifying training gaps.

Why grow your career with us

Your career here is more than just a job — it's your pathway to opportunity. Our hands-on training, supportive environment, and responsive leadership connect you to work with purpose. Our commitment to you extends beyond professional development to a safety-first culture that ensures you can do what you do best, with peace of mind.

Building stronger solutions together

Our company is an equal-opportunity employer — we are committed to providing a work environment where everyone can thrive, grow, and feel connected.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.