Senior Incident & Problem Management Lead – SAP S/4HANA

dycomind; West Palm Beach (FL); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Weekly Paychecks

Paid Time Off

Holidays

Insurance (medical, dental, vision)

401(k) with company match

Stock Purchase Plan

Education reimbursement

Legal insurance

Discounts on gym memberships

Job summary

Dycom Industries is rolling out SAP S/4HANA and seeks an Incident & Problem Management Manager to anchor the CoE's Service Delivery. You will drive Major Incident Management, RCA, and knowledge management, orchestrate emergency bridges, and ensure SLA-driven vendor performance across AMS partners, with executive communications during outages.

You will lead post-mortems, design structural fixes with SAP teams, and maintain the Known Error Database to accelerate future triage efforts in a

Qualifications

• Bachelor's degree in IT/CS or equivalent.
• 5+ years in Major Incident Management, Problem Management, or ITSM within SAP.
• Strong SAP S/4HANA expertise and RCA/KEDB experience.
• Vendor management experience and SLA enforcement.
• Outstanding executive-level communications during outages.

Responsibilities

• Lead Major Incident Management for Priority 1/2 SAP disruptions.
• Host emergency bridges coordinating across IT, SAP Basis, network, and vendors.
• Draft executive communications during outages for IT leadership and sponsors.
• Lead post-mortems to decrypt root causes of failures.
• Design permanent fixes with SAP development/QC teams.
• Maintain Known Error Database (KEDB) for rapid triage.
• Oversee AMS vendor operations and enforce SLAs.
• Ensure smooth ticket hand-offs to CoE Level 3 engineering.
• Monitor incident volumes and identify training gaps.

Skills

Incident & Problem Management

SAP S/4HANA

Root Cause Analysis

Vendor management

Executive communication

Emergency incident response

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Job description

Dycom Industries is rolling out SAP S/4HANA and seeks an Incident & Problem Management Manager to anchor the CoE's Service Delivery. You will drive Major Incident Management, RCA, and knowledge management, orchestrate emergency bridges, and ensure SLA-driven vendor performance across AMS partners, with executive communications during outages.

You will lead post-mortems, design structural fixes with SAP teams, and maintain the Known Error Database to accelerate future triage efforts in a