Incident Manager
Skills
About This Role
Overview
- Incident Manager with SAP client experience is required by our global consultancy client
- This is a key role on a long term SAP project based in site in Dubai
- The successful candidate will be responsible for
- monitoring, triaging, and driving timely resolution of P1–P4 incidents across SAP and integrated applications.
- Coordinate with functional, technical, and infrastructure teams to ensure SLA adherence and minimize business disruption
- Maintain accurate incident documentation, including progress updates, RCA input, and closure notes as per ITSM standards.
- Facilitate and lead incident bridge calls, ensuring the right stakeholders join and actions are followed through.
- Prepare and publish daily/weekly incident dashboards, metrics, and trend analysis for internal and client governance.
- Drive problem identification by highlighting recurring incidents and collaborating with Problem Management for permanent fixes.
- Essential experience should include
- Should have performed the role of incident manager in SAP engagement (minimum AMS team size 50+).
• SAP Incident Manager
- SAP Toolset
- Management Consultancy / SI experience
- Must be comfortable and confident in advising the client on best practice and managing / setting expectations
- Should have strong track record in managing end user/ business communities
- Should be proactive in managing client expectations while assertively driving internal alignment to achieve delivery goals
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