What are the responsibilities and job description for the SAP Incident Manager position at IMR Soft LLC?
Role: SAP Incident Manager
Location: Plano, TX (Hybrid 3 days Onsite)
Duration : 12 months contract
Experience: 12 years
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