SAP Incident Manager

Location / Remote: Remote within the continental United States

Travel: Up to approximately 25%

Employment Type: Permanent / Direct Hire

Compensation: up to $150,000 annually + 12.5% annual bonus opportunity.

• Comprehensive medical and prescription drug coverage, with multiple plan options
• Dental and vision insurance
• 401(k) retirement plan with company matching contributions
• Life insurance and short-term and long-term disability coverage
• Paid time off, company holidays, and paid parental leave
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options, subject to eligibility
• Employee Stock Purchase Plan
• Education and tuition reimbursement opportunities
• Employee Assistance Program (EAP) and access to telehealth services
• Additional voluntary benefits, including legal insurance, critical illness and accident coverage, and employee discounts

A large, nationwide organization is undertaking a major enterprise technology transformation through the implementation of SAP S/4

HANA and the development of an internal SAP Center of Excellence (CoE). The Manager, Incident & Problem Management will play a critical leadership role in establishing reliable incident and problem management practices, maintaining operational stability, and strengthening the organization's ability to respond to and prevent significant production issues.

This is primarily a hands-on process leadership and service delivery management role rather than a traditional people-management position. The ideal candidate brings substantial experience managing major incidents within SAP environments, strong SAP S/4

HANA technical understanding, and demonstrated success leading root-cause investigations, implementing permanent corrective actions, and holding external application support vendors accountable.

The position offers an opportunity to help build and mature incident and problem management processes within a growing SAP Center of Excellence, working closely with internal technology teams, business leadership, and external service providers.

• Lead Major Incident Management activities for Priority 1 (Critical) and Priority 2 (High) SAP production incidents, coordinating rapid service restoration and minimizing business disruption.
• Direct emergency technical bridges and incident response efforts involving SAP Basis, IT infrastructure, networking, application development, external vendors, and business stakeholders.
• Establish and continuously improve incident intake, triage, severity classification, escalation, ownership, and resolution processes within the SAP Center of Excellence.
• Lead post-incident reviews and root-cause analysis to identify systemic problems, recurring incidents, and opportunities for permanent corrective action.
• Partner with SAP development, quality assurance, infrastructure, and application support teams to implement durable technical and process improvements that prevent recurring service disruptions.
• Maintain and improve the Known Error Database (KEDB), incident documentation, problem records, and operational knowledge-sharing practices.
• Oversee external Application Management Services (AMS) partners responsible for Tier 1 and Tier 2 SAP application support, including service quality, incident resolution, escalation, and adherence to service-level agreements.
• Coordinate effective ticket ownership, technical escalation, and handoffs between external service providers and internal Tier 3 support teams.
• Develop clear, timely executive communications explaining significant incidents, business impact, recovery progress, estimated restoration times, and corrective actions.
• Monitor incident volumes, response and resolution times, recurring problems, service-level performance, and operational trends to identify…