Role Purpose
Own major incident coordination, problem management, recurring incident reduction and service stability improvement.
Detailed Technical Responsibilities
Lead major incident governance, RCA reviews, problem records, corrective actions and known-error database.
Analyze recurring incidents and drive permanent fixes with technical towers.
Define incident/problem governance and escalation improvements.
Support executive incident reporting and customer-facing RCA governance.
Drive MTTR reduction and operational stability improvements.
Day-to-Day Technical Skills
Advanced ITIL incident/problem lifecycle, RCA methods, SAP AMS operations, stakeholder communication and technical risk articulation.
Ability to correlate incident trends across SAP Basis, HANA, Infra and Integration layers.
Strong report writing and executive communication.
Experience with problem backlog, action tracking and CSI planning.
Understanding of change-related incident patterns and hypercare stabilization.
SAP RISE AMS Delivery Expectations
Mandatory working exposure to SAP RISE or SAP AMS managed services, including DEV, QAS, PRD and DR landscape support.
Work within SAP, customer, hyperscaler and AMS shared-responsibility boundaries with clear ownership and escalation discipline.
Support Incident, Service Request, Change, Problem, RCA, Knowledge and CDD activities using ITSM workflows.
Participate in 24x7 support, shift handover, controlled maintenance windows, CAB approvals and audit-ready documentation.
Coordinate across SAP Basis, HANA/DB, integration, infrastructure, security, network, customer business teams and SAP support.
Upgrade / Patch / Deployment / Configuration Exposure
Manage hypercare incident trends, release defect triage and post-change problem review.
Participate in upgrade/release readiness from incident risk perspective.
Define PIR inputs for critical changes and major events.
Track recurring issues after patching, upgrades and deployments.
Ensure RCA actions feed back into runbooks and automation.
Monitoring, Management and ITSM Responsibilities
Use ServiceNow or equivalent ITSM to maintain ticket categorization, priority, affected service/CI, business impact, evidence and closure notes.
Support monitoring dashboards, health reports, SLA/OLA tracking, ticket ageing, backlog control and recurring alert review.
Follow escalation matrix, major incident bridge protocol, change governance and problem management process.
Maintain SOPs, runbooks, KB articles, handover notes and known-error database for repeated issues.
Identify automation and shift-left opportunities for repeated operational tasks and standard requests.
Tools / Platforms
ServiceNow, RCA templates, Power BI, SAP Cloud ALM/SolMan, monitoring dashboards, Teams/Bridge tools.
Expected Deliverables and KPIs
Major incident MTTR, problem backlog reduction, RCA quality, recurring incident reduction, action closure and customer satisfaction.
Preferred Certification / Evaluation Focus
Interview focus: handling repeated P1 incidents, RCA quality, known-error process and stakeholder communication.
Education / Experience
Bachelor’s Degree with 6-12 Years of relevant experience.
