Senior Incident & Problem Manager — SAP S/4HANA CoE Leader

FALL CREEK FARM & NURSERY; West Palm Beach (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Weekly Paychecks

Paid Time Off

Holidays

401(k) w/ Company Match

Stock Purchase Plan

Education Reimbursement

Legal Insurance

Discounts on gym memberships

Job summary

Dycom Industries in Palm Beach, FL is seeking an Incident & Problem Management Manager to lead the Major Incident Management process for Priority 1 and 2 SAP disruptions, orchestrate emergency responses, and draft executive communications.

You'll drive RCAs, deploy permanent fixes with SAP teams, maintain the Known Error Database, oversee AMS partners, enforce SLAs, and monitor incident trends across Finance, Operations and Supply Chain.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 5+ years of 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

• Lead Major Incident Management for Priority 1 (Critical) and Priority 2 (High) SAP disruptions.
• Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.
• Draft and distribute clear, business-centric executive communications during outages, keeping IT Leadership informed of impact and recovery times.
• Lead the post-mortem analysis for all major incidents to decrypt the root cause of failures.
• Partner with SAP development and QC teams to design and deploy permanent structural fixes.
• Maintain the CoE’s Known Error Database (KEDB) to accelerate triage.
• Oversee the daily operations of external AMS partners, functioning as Tier 1/2 support.
• Enforce SLAs and ensure ticket backlog reduction.
• Ensure seamless ticket hand-offs between external desk and internal Level 3 engineers.
• Monitor daily incident volumes across Finance, Operations, and Supply Chain.
• Identify spikes in How-To tickets and feed insights back to change management.

Skills

Incident Management

Problem Management

IT Service Management

SAP S/4HANA

Root Cause Analysis

KEDB

Vendor Management

Executive Communications

Emergency Bridges

SLA Enforcement

Education

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

Job description

Dycom Industries in Palm Beach, FL is seeking an Incident & Problem Management Manager to lead the Major Incident Management process for Priority 1 and 2 SAP disruptions, orchestrate emergency responses, and draft executive communications.

You'll drive RCAs, deploy permanent fixes with SAP teams, maintain the Known Error Database, oversee AMS partners, enforce SLAs, and monitor incident trends across Finance, Operations and Supply Chain.