SAP Incident Manager

Agile Resources, Inc.; Florida; Remote; USD 135,000 - 165,000; Full time

Benefits offered by this job

Medical and prescription coverage

Dental insurance

Vision insurance

401(k) with company match

Life and disability insurance

Paid time off and holidays

Parental leave

HSA/FSA options

Job summary

Agile Resources, Inc. is undertaking a large-scale SAP transformation and establishing a Center of Excellence.

The Manager, Incident & Problem Management will lead major incident response, root-cause investigations, and permanent corrective actions to improve reliability and prevent production disruptions. The role emphasizes hands-on leadership and service delivery over people management, working with internal teams and external vendors across locations to strengthen accountability and

Qualifications

• 5+ years in Major Incident/Problem Management or ITSM within SAP environments.
• Expertise in SAP S/4HANA systems and production operations.
• Experience leading Priority 1/2 incident responses, bridges, escalation, restoration, and closure.
• Strong root-cause analysis, post-incident reviews, and Known Error Database management.
• Experience managing external AMS providers, SLAs, and cross-team coordination.
• Ability to craft executive incident communications and report business impact to leadership.
• Familiarity with IT service management principles and process improvements.

Responsibilities

• Lead Major Incident Management for Priority 1 and 2 SAP incidents, coordinating rapid restoration.
• Direct emergency bridges involving SAP Basis, IT infra, networking, dev, vendors, and stakeholders.
• Establish and improve incident intake, triage, severity, escalation, ownership, and resolution in SAP CoE.
• Lead post-incident reviews to identify systemic problems and permanent corrective actions.
• Collaborate with SAP development, QA, infra, and AMS teams to implement durable improvements.
• Maintain KEDB, incident docs, problem records, and knowledge sharing.
• Oversee AMS partners for Tier 1/2 SAP support, including SLA adherence and escalation.

Skills

Major Incident Management

SAP S/4HANA

Incident response

Root-cause analysis

Vendor management

Executive communications

ITIL knowledge

Job description

Location / Remote: Remote within the continental United States

Travel: Up to approximately 25%

Employment Type: Permanent / Direct Hire

Compensation: up to $150,000 annually + 12.5% annual bonus opportunity.

• Comprehensive medical and prescription drug coverage, with multiple plan options
• Dental and vision insurance
• 401(k) retirement plan with company matching contributions
• Life insurance and short-term and long-term disability coverage
• Paid time off, company holidays, and paid parental leave
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options, subject to eligibility
• Employee Stock Purchase Plan
• Education and tuition reimbursement opportunities
• Employee Assistance Program (EAP) and access to telehealth services
• Additional voluntary benefits, including legal insurance, critical illness and accident coverage, and employee discounts

A large, nationwide organization is undertaking a major enterprise technology transformation through the implementation of SAP S/4HANA and the development of an internal SAP Center of Excellence (CoE). The Manager, Incident & Problem Management will play a critical leadership role in establishing reliable incident and problem management practices, maintaining operational stability, and strengthening the organization's ability to respond to and prevent significant production issues.

This is primarily a hands-on process leadership and service delivery management role rather than a traditional people-management position. The ideal candidate brings substantial experience managing major incidents within SAP environments, strong SAP S/4HANA technical understanding, and demonstrated success leading root-cause investigations, implementing permanent corrective actions, and holding external application support vendors accountable.

The position offers an opportunity to help build and mature incident and problem management processes within a growing SAP Center of Excellence, working closely with internal technology teams, business leadership, and external service providers.

Responsibilities

• Lead Major Incident Management activities for Priority 1 (Critical) and Priority 2 (High) SAP production incidents, coordinating rapid service restoration and minimizing business disruption.
• Direct emergency technical bridges and incident response efforts involving SAP Basis, IT infrastructure, networking, application development, external vendors, and business stakeholders.
• Establish and continuously improve incident intake, triage, severity classification, escalation, ownership, and resolution processes within the SAP Center of Excellence.
• Lead post-incident reviews and root-cause analysis to identify systemic problems, recurring incidents, and opportunities for permanent corrective action.
• Partner with SAP development, quality assurance, infrastructure, and application support teams to implement durable technical and process improvements that prevent recurring service disruptions.
• Maintain and improve the Known Error Database (KEDB), incident documentation, problem records, and operational knowledge-sharing practices.
• Oversee external Application Management Services (AMS) partners responsible for Tier 1 and Tier 2 SAP application support, including service quality, incident resolution, escalation, and adherence to service-level agreements.
• Coordinate effective ticket ownership, technical escalation, and handoffs between external service providers and internal Tier 3 support teams.
• Develop clear, timely executive communications explaining significant incidents, business impact, recovery progress, estimated restoration times, and corrective actions.
• Monitor incident volumes, response and resolution times, recurring problems, service-level performance, and operational trends to identify improvement opportunities.
• Identify issues caused by application defects, process weaknesses, or end-user training gaps and coordinate appropriate corrective action.
• Support SAP implementations, production cutovers, stabilization periods, major releases, and critical service events as operational needs require.
• Collaborate across internal IT, business operations, SAP partners, and operating locations to strengthen service reliability, accountability, and continuous improvement.

Required Skills

• Minimum 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, including the technical dependencies involved in enterprise SAP production operations.
• Proven experience leading Priority 1 and Priority 2 major incident response activities, including technical bridge coordination, escalation management, service restoration, and incident closure.
• Advanced root-cause analysis and problem management experience, including post-incident reviews, recurring incident investigation, permanent corrective actions, and Known Error Database management.
• Experience establishing, implementing, or improving incident management and problem management processes within an enterprise technology environment.
• Proven experience overseeing external Application Management Services (AMS) providers, including vendor performance, SLA enforcement, support escalations, and cross-team coordination.
• Strong understanding of enterprise IT service management principles, incident severity classification, service ownership, operational governance, and continuous service improvement.
• Demonstrated ability to coordinate cross-functional technical teams and lead critical incident response efforts under pressure.
• Exceptional written and verbal communication skills, including experience preparing executive-level incident communications and reporting business impacts to organizational leadership.
• Strong analytical skills, including the ability to evaluate incident trends, recurring failures, service performance, and operational improvement opportunities.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience.

Preferred Skills

• Experience supporting SAP S/4HANA implementation, production stabilization, hypercare, or enterprise transformation initiatives.
• Experience helping establish or mature an SAP Center of Excellence or enterprise service delivery organization.
• Experience developing new incident and problem management processes within complex, multi-entity organizations.
• Familiarity with ITIL practices and established IT service management frameworks.
• Experience with ServiceNow or comparable enterprise ITSM platforms.
• Experience supporting geographically distributed business operations and coordinating incident response across multiple technical teams, vendors, and time zones.
• Demonstrated success improving operational reliability, reducing recurring incidents, or strengthening vendor service performance through measurable process improvements.