Overview
The SAP Incident Manager will play a critical role in coordinating the Level 1 Hypercare team alongside Airbus L2/L3 resolver groups, ensuring effective incident management during the Pilot and Full Go-Live phases of new solution designs. This position demands senior expertise in structured Incident Management within ServiceNow/ITSM environments, and candidates will be engaged as part of a delivery team pending the successful outcome of a consulting bid.
Responsibilities
- Coordinate incident management activities for the Level 1 Hypercare team.
- Ensure effective logging, categorisation, and prioritisation of incidents.
- Oversee triage, escalation, and resolution coordination processes.
- Manage shift handovers and control incident backlog.
- Conduct operational reporting to maintain incident quality.
- Drive performance in response and resolution during critical project phases.
Requirements
- Proven experience in structured Incident Management within ServiceNow/ITSM environments.
- Familiarity with SAP S/4HANA manufacturing environments and related processes (PP/MM/QM).
- Strong background in high-pressure shop-floor operations.
- ITIL Incident/Major Incident Management certification or capability is highly relevant.
- Ability to support bid-stage opportunities and client presentations if required.