Description and Requirements

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 execut...