Manager Incident & Problem Management

Dycom Industries, Inc.; West Palm Beach, Northern (FL, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Weekly Paychecks

Paid Time Off, Parental Leave, and Hol

401(k) with Company Match

Stock Purchase Plan

Education Reimbursement

Legal Insurance

Discounts on gym memberships

Job summary

Dycom Industries, Inc. is seeking an Incident & Problem Management Manager to act as the operational anchor for the SAP CoE. You will lead the Major Incident and Problem Management efforts to restore service and drive root-cause analysis.

You will coordinate emergency bridges, oversee vendors, enforce SLAs, and maintain the known error database while communicating with IT leadership during outages.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5+ years in Major Incident Management, Problem Management, or ITSM with SAP.
• Demonstrated expertise in SAP S/4HANA systems and architecture.
• Strong RCA leadership and maintenance of a Known Error Database (KEDB).
• Proven vendor management of AMS partners and SLA enforcement.
• Exceptional executive communications during outages.
• Proven ability to lead emergency bridges under pressure.

Responsibilities

• Lead Major Incident Management for Priority 1 and 2 SAP disruptions.
• Host emergency technical bridges and coordinate rapid response with multiple teams.
• Draft and share executive communications during outages.
• Lead post-mortems to identify root causes of systemic failures.
• Partner with SAP dev and QA to deploy permanent fixes.
• Maintain and leverage the KEDB to speed triage.
• Oversee AMS partners and ensure SLA adherence and backlog reduction.
• Ensure smooth ticket hand-offs between external support and internal teams.
• Monitor incident volumes across core business domains for analytics.

Skills

SAP S/4HANA

Major Incident Mgmt

Root Cause Analysis

KEDB maintenance

Vendor Management

Executive Communications

Emergency Bridging

Analytical Mindset

Education

Bachelor's degree in IT/CS or related

Job description

Job Title: Manager Incident & Problem Management

Job Location (Short): West Palm Beach, FL

Workplace Type: Office

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 Managerto 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

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.
• 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.
• 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.