Senior SAP Incident & Problem Leader – Remote

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

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