Job Description

Kforce has a client that is seeking a Manager Incident & Problem Management in West Palm Beach, FL. Responsibilities: Critical Incident Response:

• Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions
• Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors
• Draft and distribute clear, business-centric executive communications during outages, keeping the IT Leadership, Corporate Sponsors, and OpCo Presidents continuously informed of impact and estimated recovery times

• Lead the post-mortem analysis for all major incidents to effectively decrypt the root cause of systemic failures
• Partner with the SAP development and QC teams to design and deploy permanent structural fixes, actively preventing the recurrence of known errors
• Maintain the CoE's Known Error Database (KEDB) to accelerate and streamline future triage efforts

• Oversee the daily operations of external Application Management Services (AMS) partners, functioning as the Tier 1 and Tier 2 support teams
• Enforce strict adherence to Service Level Agreements (SLAs), holding external vendors strictly accountable for response times, resolution quality, and ticket backlog reduction
• Ensure seamless ticket hand-offs between the external support desk and the CoE's internal Level 3 engineering teams

• Monitor daily incident volumes across all core business domains, including Finance, Operations, and Supply Chain
• Identify spikes in "How-To" tickets that indicate a failure in user training rather than a system defect, and feed this intelligence back to change managers to proactively update training materials
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• Minimum of 5+ years of experience in Major Incident Management, Problem Management, or IT Service Management within an SAP environment
• Proven experience in vendor management, specifically overseeing Application Management Services (AMS) partners and SLA enforcement
• Demonstrated expertise in SAP S/4HANA systems and architecture
• Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB)
• Exceptional communication skills, with the ability to draft executive-level communications during critical outages
• Strong analytical mindset for monitoring incident trends and identifying training gaps
• Proven ability to lead emergency technical bridges and command response efforts under high-pressure situations

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