SAP INCIDENT-SERVICE MANAGER - CONTRACT - REMOTE WORKING

SAP INCIDENT -SERVICE MANAGER - CONTRACT - REMOTE WORKING

Leading Managed Services Provider in the Public and Defence Sector require a Senior SAP 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.

RTR / RAR TOWER LEAD

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

Please apply via this ad in the first instance or send a CV with covering note or contact me on 07587743762 or Balla@projectpeople.com

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