Job Description
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