SAP Incident Manager
Location: Plano, TX (Hybrid 3 days Onsite)
12 months contract
We are seeking an experienced SAP Incident Manager to lead and coordinate end‑to‑end incident management activities across a large, complex SAP landscape. This role ensures rapid service restoration, adherence to SLAs, and effective coordination across technical, functional, and business teams in a 24x7 enterprise environment.
The ideal candidate has strong SAP production support experience, excellent stakeholder communication skills, and a deep understanding of ITSM processes.
Responsibilities
Own and manage the entire SAP incident lifecycle, from incident intake to resolution and closure
Act as the primary point of contact for Major Incidents (P1/P2) impacting business-critical SAP systems
Ensure timely communication to business stakeholders on incident status, resolution timelines, and business impact
Drive incident triage calls, war rooms, and post-incident reviews
Monitor and enforce SLA/OLA compliance
Identify recurring incidents and initiate Problem Management and root-cause analysis (RCA)
Maintain accurate incident documentation, resolution notes, and knowledge articles
Collaborate with Change and Release Management to reduce incidents caused by changes
Provide regular incident reports, dashboards, and trends to leadership
Participate in on-call rotations and support after-hours incident escalations as required
SAP & ITSM Experience
7+ years of experience in SAP Production Support / Incident Management
Strong understanding of ITIL-based Incident, Problem, and Change Management
Hands-on experience with ServiceNow, SAP Solution Manager (SolMan), or similar ITSM tools
Expertise managing Major Incidents (P1/P2) in large enterprise environments
SAP Technical Knowledge
Strong understanding of SAP landscapes:
ECC and/or S/4HANA
Interfaces, batch jobs, IDocs, RFCs
Ability to coordinate effectively across functional and technical SAP teams
Familiarity with SAP Basis concepts such as:
System availability
Performance issues
Transport-related incidents
Never miss an opportunity! Create an alert based on the job you applied for.