SAP Problem & Incident Manager - ITIL V3

SAP PROBLEM & INCIDENT MANAGER, SAP PROBLEM MANAGER, SAP INCIDENT MANAGER, SAP PROBLEM MANAGEMENT MANAGER, SAP PROBLEM & INCIDENT CONSULTANT

Reporting to the SAP Integration Manager as part of the Service Integration & Operations Team, this role will carry out Incident and Problem Management activities, working to established ITIL-based processes in a demanding SAP environment. This temporary role will boost the existing permanent team which operates the Incident & Problem functions on a global follow-the-Sun basis. Incident & Problem Management are a key element of our Operational Integrity agenda, ensuring that issues affecting our critical applications are properly investigated and the findings acted upon. The person in this role will need to possess the gravitas and knowledge required to influence senior stakeholders, demonstrating the business value of the service and of proposed interventions.

Work as part of the Global SAP Incident & Problem Management team to provide a strong, relevant and value-led Event, Incident & Problem Management service for SAP Operations Centre.

Work as part of the Incident Management team to act as the Incident Manager for High business impacting Incidents.

To analyse Incident and Problem management data and other inputs to identify trends that will provide targeted opportunities to improve the IT environment for the business.

To contribute to continuous improvement, quality and global consistency of the Event, Incident & Problem Management processes, communications and reporting.

To ensure Problems are identified, managed and closed out according to agreed processes and timelines, using a pragmatic approach to determine the appropriate scope, depth and techniques to use for each Problem Management activity.

To support the generation of appropriate metrics and KPIs around the Event Management service

To work as part of a 24x7 on call rota supporting Incident Management

Perform effective problem management to get to the root cause of P1/P2 incidents

REQUIRED SKILLS:

ITIL experience of Incident/Problem Management in a global organisation

Good understanding of service operations

Technical experience of SAP and the different technologies (ESSENTIAL)

Good all round organisational skills with ability to deliver in high pressure environments

Excellent communication skills

Ability to deal with high pressure environments involving multiple vendors

Experience of managing governance with vendors and process compliance

DUE TO THE VOLUME OF APPLICATIONS, WE REGRET THAT WE CAN ONLY RESPOND TO THOSE MEETING OUR ABOVE REQUIREMENTS.