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Incident Manager - SAP

Job Title: Incident Manager - SAP
Contract Type: Contract
Location: Bracknell
Salary: Negotiable
REF: RC/C/SAPIncidentman_1673462306
Contact Name: Rohit Chavda
Contact Email:
Job Published: about 1 year ago

Job Description


Leading Managed Services Provider in the Public and Defence Sector require a Incident Manager who is a hands on lead role so the candidate must be able to work on support tickets, Change requests and Upgrades within the RTR / RAR area as well so a proven background in configuration and consulting is essential.


Their tasks will involve

  • Monitoring of incidents, Service Requests and other work assigned to the tower
  • Resource utilisation planning including holiday planning
  • Ticket allocation within the team based on utilisation
  • Daily / Weekly Reporting on progress of incidents, Service Requests and change based on agreed report format
  • Updating of associated incidents, Service Requests in a timely manner including any associated SAP tickets
  • Creating Change request for Break fix incidents
  • Forwarding to other resolver groups, if required and monitor progress
  • Arrange for the presentation of Change request for Break fix incidents to the Technical Release Board
  • Triage of the new incidents along and liaise with the UK Incident Manager
  • Work with the other Tower Leads and support other towers in work where required
  • Monitor skill sets within the team and ensure skills coverage
  • Ensure all required training is kept up to date
  • Ensures that the Skill Matrix is updated
  • Support and coordinate month end activities
  • Support and coordinate audit activities
  • Other responsibilities as assigned by the SAP Delivery Leads

Updating of Tickets

  • P1 Hourly
  • P2 Daily (moving towards 2 to 3 times per day when SLA's are being reported)
  • P3 Every 2 days (moving towards every day when SLA's are being reported)
  • P4 Every 3 days (moving towards every day when SLA's are being reported)

Management, Monitoring and reporting in a timely manner of Incidents in line with the SLA's

  • P1 Reporting Hourly via the agreed format for that particular incident e.g. via Teams link
  • P2 Reporting Daily using PowerPoint template once per day for any P2's more than 5 working days old (moving towards 2 to 3 times per day without a PowerPoint when SLA's are being reported)

If there is no update, please state that this is the case.

  • All P2's over 5 working days old should contain a high-level plan of actions and updated with progress.
  • Ownership of the Power Point presentation sits with this role.
  • Ownership of tickets lies with the resource assigned to the incident.
  • Incident management should be conducted in such a way that ensure another resource could easily pick any incident if required.
  • To report Major Incident status when required to the UK Incident / Major Incident Manager and SAP Delivery Leads.
    Report on SAP ticket progress and ensure they are correctly updated in line with the Updating of tickets above.Attend Incident / Major review meetings when required
  • Attend Technical Review Boards / Change Advisory Board when required
  • Ensure BAU off-shore staff keep up to date with any training required by the project e.g. SAP ticket training.
  • Ensure leave planning for BAU resources (Onshore and Offshore).
  • Daily reporting on owned P2 incidents via the provided PowerPoint Template

Project People is acting as an Employment Business in relation to this vacancy.