Senior SAP Incident & Problem Manager

Dycom; West Palm Beach (FL); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Weekly Paychecks

Paid Time Off & Holidays

Health Insurance (medical, dental, etc

Dental Insurance

Vision Insurance

401(k) with company match

Stock Purchase Plan

Education Reimbursement

Legal Insurance

Gym and wellness discounts

Job summary

Dycom Industries is implementing a large-scale SAP S/4HANA program and seeks an Incident & Problem Management Manager to serve as the operational anchor for the SAP Center of Excellence. You will lead Major Incident Management, orchestrate emergency responses, and drive RCA with cross-functional teams.

You will also oversee AMS partners, enforce SLAs, and craft executive communications during outages, ensuring rapid recovery and operational resilience across the SAP landscape.

Qualifications

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

• Major Incident Management: Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.
• Emergency Orchestration: Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.
• Executive Communications: Draft and distribute clear, business-centric executive communications during outages, keeping IT Leadership, Corporate Sponsors, and OpCo Presidents informed of impact and recovery times.
• Post-Mortems: Lead the post-mortem analysis for all major incidents to decrypt the root cause of systemic failures.
• Structural Resolutions: Partner with SAP development and QC teams to design and deploy permanent fixes, preventing recurrence of known errors.
• Knowledge Management: Maintain the CoE’s Known Error Database (KEDB) to accelerate future triage.
• Vendor Operations: Oversee daily operations of external AMS partners, enforcing SLAs and managing ticket backlogs.
• SLA Enforcement: Ensure strict adherence to SLAs and accountability of external vendors.
• Tier Hand-offs: Ensure seamless ticket hand-offs between external support and CoE internal engineering teams.
• Volume Monitoring: Track daily incident volumes across Finance, Operations, and Supply Chain.
• Training Feedback Loop: Identify spikes in How-To tickets and feed insights back to change managers to update training materials.

Skills

Incident Management

Problem Management

RCA

Emergency Response

Executive Communications

Vendor Management

Cross-functional Collaboration

SAP

Education

Bachelor’s degree in IT/CS or related field

Tools

SAP S/4HANA

Job description

Dycom Industries is implementing a large-scale SAP S/4HANA program and seeks an Incident & Problem Management Manager to serve as the operational anchor for the SAP Center of Excellence. You will lead Major Incident Management, orchestrate emergency responses, and drive RCA with cross-functional teams.

You will also oversee AMS partners, enforce SLAs, and craft executive communications during outages, ensuring rapid recovery and operational resilience across the SAP landscape.