Manager Incident & Problem Management

Manager Incident & Problem ManagementWest Palm Beach, FL Workplace Type: Office Employment Type: SalariedDiscover a more connected career Dycom Industries is embarking on a massive, transformational SAP S/4HANA implementation that will redefine how we operate. As we scale our world-class SAP Center of Excellence (CoE), operational resilience is our highest priority. We are seeking a highly resilient Incident & Problem Management Manager to serve as the operational anchor and "first responder" for the SAP CoE. In this critical leadership role within the Service Delivery pillar, you will be responsible for restoring normal service operations and leading comprehensive Root Cause Analysis (RCA).What You'll DoCritical Incident ResponseMajor Incident Management: Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.Emergency Orchestration: Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.Executive Communications: Draft and distribute clear, business-centric executive communications during outages, keeping the IT Leadership, Corporate Sponsors, and OpCo Presidents continuously informed of impact and estimated recovery times.Problem Management & RCA Post-Mortems: Lead the post-mortem analysis for all major incidents to effectively decrypt the root cause of systemic failures.Structural Resolutions: Partner with the SAP development and QC teams to design and deploy permanent structural fixes, actively preventing the recurrence of known errors.Knowledge Management: Maintain the CoE's Known Error Database (KEDB) to accelerate and streamline future triage efforts.AMS & Vendor GovernanceVendor Operations: Oversee the daily operations of external Application Management Services (AMS) partners, functioning as the Tier 1 and Tier 2 support teams.SLA Enforcement: Enforce strict adherence to Service Level Agreements (SLAs), holding external vendors strictly accountable for response times, resolution quality, and ticket backlog reduction.Tier Hand-offs: Ensure seamless ticket hand-offs between the external support desk and the CoE's internal Level 3 engineering teams.Operational Analytics & Trend SpottingVolume Monitoring: Monitor daily incident volumes across all core business domains, including Finance, Operations, and Supply Chain.Training Feedback Loop: Identify spikes in "How-To" tickets that indicate a failure in user training rather than a system defect, and feed this intelligence back to change managers to proactively update training materials.What You'll NeedBachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).Minimum of 5+ years of experience in Major Incident Management, Problem Management, or IT Service Management within an SAP environment.Demonstrated expertise in SAP S/4HANA systems and architecture.Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB).Proven experience in vendor management, specifically overseeing Application Management Services (AMS) partners and SLA enforcement.Exceptional communication skills, with the ability to draft executive-level communications during critical outages.Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations.Strong analytical mindset for monitoring incident trends and identifying training gaps.Why Grow Your Career With UsYour career here is more than just a job it's your pathway to opportunity. Our hands-on training, supportive environment, and responsive leadership connect you to work with purpose. Our commitment to you extends beyond professional development to a safety-first culture that ensures you can do what you do best, with peace of mind.Building Stronger Solutions TogetherOur company is an equal-opportunity employer we are committed to providing a work environment where everyone can thrive, grow, and feel connected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Req Id: 14684