Qualitest · 21 hours ago
#16061 - Senior Incident Manager - SAP Application Management Services (AMS)
USA
Full-time
Remote
Senior Level
$100K/yr - $130K/yr
5+ years exp
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Responsibilities
Lead and manage the full incident management lifecycle for SAP systems (ECC6, S/4HANA, etc.), ensuring incidents are logged, prioritized, and resolved within SLA targets.
Serve as the primary point of contact for major incidents, coordinating across internal teams, business users, and external vendors for quick resolution.
Drive root cause analysis for recurring or high-impact incidents, ensuring corrective actions are taken to prevent recurrence.
Maintain comprehensive incident documentation, including actions taken and resolutions for tracking and reporting purposes.
Provide consistent, timely updates to key stakeholders on incident status, impact, and resolution timelines.
Foster effective communication among business users, technical teams, and third-party vendors during incident resolution.
Escalate critical incidents to senior management as needed, and deliver post-incident reports outlining root causes and corrective measures.
Analyze incident trends and develop strategies to reduce the frequency and impact of incidents.
Collaborate with the SAP AMS team to continuously improve incident management processes in line with ITIL best practices.
Proactively implement monitoring tools and techniques to identify and mitigate potential issues before they escalate.
Monitor SLA compliance to ensure timely response and resolution of incidents.
Prepare regular incident metrics reports (e.g., response times, resolution times, open/closed incidents) for senior management review.
Lead post-incident reviews (PIRs) for major incidents, identifying lessons learned and opportunities for process improvement.
Coordinate with both onshore and offshore SAP support teams to ensure 24/7 coverage for incident management.
Mentor and support junior team members in troubleshooting complex SAP-related incidents.
Ensure adherence to established incident management protocols and best practices across the team.
Qualification
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Required
Minimum of 5 years of experience in SAP Application Management Services (AMS), with a focus on incident management or service delivery.
Proven expertise managing incidents in large-scale SAP environments, including ECC6 and S/4HANA.
Strong understanding of ITIL frameworks, specifically incident management and problem management.
Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
Experience: At least 5 years of experience in SAP AMS, focusing on incident management or service delivery.
Extensive experience managing incidents in complex SAP environments (ECC6/S/4HANA).
Proficient in ITIL processes.
Preferred
ITIL certification is highly desirable.
ITIL certification is a plus.
Benefits
401k plan where Qualitest will match your contributions
Life and disability insurance
Competitive healthcare benefits
Company
Qualitest
Qualitest is a global leader in providing AI-powered Quality Engineering services.
5,001-10,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-07-10Acquired· by Bridgepoint ($437.71M)
Leadership Team
Chris Wilmot
CFO
Harvey Feuer
CFO
Company data provided by crunchbase
