#16061 - SENIOR INCIDENT MANAGER - SAP APPLICATION MANAGEMENT SERVICES (AMS)
Contrat : CDI Temps Plein
Societe : Qualitest Group
Localisation : 30301 Atlanta | (FR)
Description du poste :
Qualitest Group
Join Qualitest, a global leader in Quality Engineering, as we expand our Enterprise Team. We are seeking an experienced Senior Incident Manager to oversee SAP Application Management Services (AMS) and ensure top-tier incident management in our client's SAP environments.
This remote position offers flexibility and the opportunity to collaborate with industry experts.
Key Responsibilities:
Incident Management:
* Lead and manage the full incident management lifecycle for SAP systems (ECC6, S/4HANA, etc.), ensuring incidents are logged, prioritized, and resolved within SLA targets.
* Serve as the primary point of contact for major incidents, coordinating across internal teams, business users, and external vendors for quick resolution.
* Drive root cause analysis for recurring or high-impact incidents, ensuring corrective actions are taken to prevent recurrence.
* Maintain comprehensive incident documentation, including actions taken and resolutions for tracking and reporting purposes.
Communication & Stakeholder Management:
* Provide consistent, timely updates to key stakeholders on incident status, impact, and resolution timelines.
* Foster effective communication among business users, technical teams, and third-party vendors during incident resolution.
* Escalate critical incidents to senior management as needed, and deliver post-incident reports outlining root causes and corrective measures.
Process Improvement & Optimization:
* Analyze incident trends and develop strategies to reduce the frequency and impact of incidents.
* Collaborate with the SAP AMS team to continuously improve incident management processes in line with ITIL best practices.
* Proactively implement monitoring tools and techniques to identify and mitigate potential issues before they escalate.
Service Level Management & Reporting:
* Monitor SLA compliance to ensure timely response and resolution of incidents.
* Prepare regular incident metrics reports (e.g., response times, resolution times, open/closed incidents) for senior management review.
* Lead post-incident reviews (PIRs) for major incidents, identifying lessons learned and opportunities for process improvement.
Team Leadership & Coordination:
* Coordinate with both onshore and offshore SAP support teams to ensure 24/7 coverage for incident management.
* Mentor and support junior team members in troubleshooting complex SAP-related incidents.
* Ensure adherence to established incident management protocols and best practices across the team.
Preferred Qualifications:
* Minimum of 5 years of experience in SAP Application Management Services (AMS), with a focus on incident management or service delivery.
* Proven expertise managing incidents in large-scale SAP environments, including ECC6 and S/4HANA.
* Strong understanding of ITIL frameworks, specifically incident management and problem management. ITIL certification is highly desirable.
Education & Experience:
* Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
* Experience:At least 5 years of experience in SAP AMS, focusing on incident management or service delivery.
* Extensive experience managing incidents in complex SAP environments (ECC6/S/4HANA).
* Proficient in ITIL processes; ITIL certification is a plus.
Why Qualitest?
* Founded in 1997, Qualitest offers a wide range of digital quality solutions designed to provide enterprise customers with end-to-end quality management services across the software lifecycle. Qualitest achieves this by deploying engagement models tailored to the precise quality engineering needs of technology platforms in the financial services, health services, telecom, technology, retail, media, gaming, and utilities industries. It has operations in the US, UK, India, Germany, Romania, Israel, Argentina, Mexico, Switzerland, and Portugal, and serves over 400 blue-chip customers worldwide.
* We provide industry-leading managed services that drive Quality for Quality Assurance and Testing of hardware devices, software apps and experiences as well as Ground Truth Data Services for artificial intelligence (AI) and machine learning (ML)
* Be a part of a company who strives to support for diversity and inclusion in the workplace – we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
* Local and global opportunities – we offer you internal rotation and international mobility opportunities to grow your career.
* Clear view of your career and progression with the company – Qualitest is growing massively (since 2021 – tripled our employees base – we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
* Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers.
* Never stop experimenting and learning with QCraft – our Learning & Development platform: 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more
* Earn bonuses via our Client Referral and Employee Referral Program’s. Refer and earn – tap your network for net-worth.
* We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers’ achievements.
* A Competitive pay, the salary range for the role is Salary = $100k-130k Annually
* Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
* Life and disability insurance.
* Take care of your health with enrollment into one of our competitive healthcare benefits.
Intrigued to find more about us?
* Visit our website at Careers - Qualitest Group
If you like what you have read, send us your resume and let’s start talking!
Profil recherché:
Join Qualitest, a global leader in Quality Engineering, as we expand our Enterprise Team. We are seeking an experienced Senior Incident Manager to oversee SAP Application Management Services (AMS) and ensure top-tier incident management in our client's SAP environments.
This remote position offers flexibility and the opportunity to collaborate with industry experts.
Key Responsibilities:
Incident Management:
* Lead and manage the full incident management lifecycle for SAP systems (ECC6, S/4HANA, etc.), ensuring incidents are logged, prioritized, and resolved within SLA targets.
* Serve as the primary point of contact for major incidents, coordinating across internal teams, business users, and external vendors for quick resolution.
* Drive root cause analysis for recurring or high-impact incidents, ensuring corrective actions are taken to prevent recurrence.
* Maintain comprehensive incident documentation, including actions taken and resolutions for tracking and reporting purposes.
Communication & Stakeholder Management:
* Provide consistent, timely updates to key stakeholders on incident status, impact, and resolution timelines.
* Foster effective communication among business users, technical teams, and third-party vendors during incident resolution.
* Escalate critical incidents to senior management as needed, and deliver post-incident reports outlining root causes and corrective measures.
Process Improvement & Optimization:
* Analyze incident trends and develop strategies to reduce the frequency and impact of incidents.
* Collaborate with the SAP AMS team to continuously improve incident management processes in line with ITIL best practices.
* Proactively implement monitoring tools and techniques to identify and mitigate potential issues before they escalate.
Service Level Management & Reporting:
* Monitor SLA compliance to ensure timely response and resolution of incidents.
* Prepare regular incident metrics reports (e.g., response times, resolution times, open/closed incidents) for senior management review.
* Lead post-incident reviews (PIRs) for major incidents, identifying lessons learned and opportunities for process improvement.
Team Leadership & Coordination:
* Coordinate with both onshore and offshore SAP support teams to ensure 24/7 coverage for incident management.
* Mentor and support junior team members in troubleshooting complex SAP-related incidents.
* Ensure adherence to established incident management protocols and best practices across the team.
Preferred Qualifications:
* Minimum of 5 years of experience in SAP Application Management Services (AMS), with a focus on incident management or service delivery.
* Proven expertise managing incidents in large-scale SAP environments, including ECC6 and S/4HANA.
* Strong understanding of ITIL frameworks, specifically incident management and problem management. ITIL certification is highly desirable.
Education & Experience:
* Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
* Experience:At least 5 years of experience in SAP AMS, focusing on incident management or service delivery.
* Extensive experience managing incidents in complex SAP environments (ECC6/S/4HANA).
* Proficient in ITIL processes; ITIL certification is a plus.
Salaire :
Profil :
Etude / Diplôme souhaité : Indifférent
Expérience souhaitée : 2 à 4 ans
Réf. : 6676781
Offre d'emploi publiée le 2024-11-16 2025-01-07