Senior Incident & Problem Manager – SAP CoE

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

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.