Incident Manager SAP

Project overview

Act as the daily operational liaison for the Incident Manager with L1, service providers, and application and infrastructure teams.

Ensure service continuity for the SAP and Enterprise application scope, by managing incident resolution and anticipating degradations, while respecting everyone's responsibilities.

You report to the Incident Manager of the Enterprise Ops / Run Management team, responsible for service continuity within the SAP and application scope.

The consultant will work in a largely outsourced ecosystem, involving various service partners as well as internal application and infrastructure teams. The environment is international and undergoing transformation, with significant challenges in modernizing IT platforms and services (migration programs to the Cloud and SAP S4 deployment).

Profile Sought

Work Environment

• Experience: Proven experience in a SAP and application production environment, ideally in an international context and with outsourced Run activities.
• Run / ITIL Culture: Good command of incident, problem, and change management practices, with a concrete and pragmatic approach.
• SAP: Good knowledge of the SAP ecosystem (Basis, infrastructure, flows and interfaces), with the ability to analyze and investigate operational issues.
• Tools: Proficiency in ITSM tools, particularly ServiceNow, as well as end-to-end monitoring and alerting tools and principles.
• Operational Focus: Hands-on profile, capable of directly taking charge of Run topics, investigating, processing actions within their scope, and contributing to incident resolution.
• Working with Partners: Ability to work effectively with internal teams and external partners, while ensuring follow-up and coordination of actions when necessary.
• English: Professional level enabling daily communication in an international environment.
• Pragmatism: Ability to analyze a situation, identify necessary actions, and concretely contribute to its resolution.
• Communication: Ability to synthesize and clearly share a technical situation with technical or non-technical stakeholders.
• Team Spirit: Ability to work effectively with internal teams and external partners, particularly in investigation and resolution phases.
• Autonomy: Ability to take charge of topics within their scope and proactively move forward with their resolution.
• Rigor and Follow-up: Ability to ensure follow-up of incidents, actions, and RCAs until their resolution or closure.
• Proactivity: Ability to identify areas of vigilance, anticipate difficulties, and contribute to the continuous improvement of Run operations.

Project details

• Start: ASAP
• Duration: 12 mois
• Remote: hybrid
• Location: Hauts-de-Seine, France, FR
• Rate: 50-69 EUR/h
• Languages: French