Manager Incident & Problem Management

About the role

Dycom Industries is embarking on a massive, transformational SAP S/4HANA implementation that will redefine how we operate. As we scale our world-class SAP Center of Excellence (CoE), operational resilience is our highest priority. We are seeking a highly resilient Incident & Problem Management Manager to serve as the operational anchor and "first responder" for the SAP CoE. In this critical leadership role within the Service Delivery pillar, you will be responsible for restoring normal service operations and leading comprehensive Root Cause Analysis (RCA).

Responsibilities

• 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 IT Leadership, Corporate Sponsors, and OpCo Presidents continuously informed of impact and estimated recovery times.
• Lead post‑mortem analysis for all major incidents to decrypt the root cause of systemic failures.
• Partner with SAP development and QC teams to design and deploy permanent structural fixes, actively preventing recurrence of known errors.
• Maintain the CoE’s Known Error Database (KEDB) to accelerate and streamline future triage efforts.
• Oversee daily operations of external Application Management Services (AMS) partners, functioning as Tier 1 and Tier 2 support.
• Enforce strict adherence to Service Level Agreements (SLAs), holding external vendors 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 core business domains (Finance, Operations, Supply Chain).
• Identify spikes in “How‑To” tickets that indicate training gaps and feed this intelligence to change managers to proactively update training materials.

Requirements

• 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.
• Demonstrated expertise in SAP S/4HANA systems and architecture.
• Strong proficiency in leading root cause analysis (RCA) and maintaining a Known Error Database (KEDB).
• Proven experience in vendor management, specifically overseeing Application Management Services (AMS) partners and SLA enforcement.
• Exceptional communication skills, with the ability to draft executive‑level communications during critical outages.
• Proven ability to lead emergency technical bridges and command response efforts under high‑pressure situations.
• Strong analytical mindset for monitoring incident trends and identifying training gaps.

Benefits

• Weekly paychecks
• Paid Time Off, Parental Leave, and Holidays
• Insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• 401(k) w/ Company Match
• Stock Purchase Plan
• Education Reimbursement
• Legal Insurance
• Discounts on gym memberships, pet insurance, and much more!