Senior SAP Problem & Incident Manager

Senior SAP Problem & Incident Manager

(100% Remote, based in Poland)

About the role

Are you a seasoned SAP professional with a passion for problem-solving and a knack for preventing technical issues before they happen? We're looking for a highly skilled and proactive Senior SAP Problem & Incident Manager to join our Enhanced Operations Service (EOS) team in Poland (Remote).

In this pivotal role, you will be the key driver behind resolving complex technical challenges and implementing long-term solutions. You'll work at the forefront of problem management, leading de-escalation efforts, and ensuring our critical systems remain stable for our strategic customers. This is an end-to-end role that goes beyond simple Basis or application issues, requiring you to collaborate with various teams and functions to get to the root of a problem and drive a permanent fix.

What you'll do

• Lead Technical Resolutions: Drive the technical resolution of long-running Problem Records and Root Cause Analyses (RCAs).

• Prevent Outages: Prepare and execute action plans to de-escalate crisis situations and prevent recurring outages.

• Manage Escalations: Take necessary steps to address global escalations, ensuring timely and effective solutions.

• Drive Continuous Improvement: Own our continuous improvement framework by analyzing feedback, defining countermeasures, and resolving impediments to enhance delivery processes.

• Collaborate and Communicate: Work with a global, cross-functional team to resolve critical incidents and RCAs. Present to senior management on incident trends, analysis, and action plans.

• Provide Support: Support the leadership team with outage and RCA-related information specific to customers and regions.

  
  

What we're looking for

• Experience: At least 7+ years of professional experience with a solid background in SAP Basis and Database technologies.

• Problem-Solving Skills: Proven experience with Root Cause Analysis (RCA) methodologies and the ability to troubleshoot complex issues, including performance analysis.

• Technical Expertise: Experience and certification in SAP Basis and HANA.

• Collaboration: Strong experience working in a virtual, global team setup and coordinating across multiple teams and lines of business to solve problems.

• Tool Knowledge: Experience with ServiceNow is a significant advantage.

• Soft Skills: You are a dedicated team player with excellent communication skills and a customer-first mindset.

• Bonus: German language skills are a plus.

  
  

Why join us?

• Work from Anywhere: This is a 100% remote position for candidates based in Poland, offering you the ultimate flexibility.

• Growth Opportunities: We are committed to your career development. You'll have the opportunity to advance to a Team Lead or even Branch Manager position.

• Competitive Package: A permanent contract with a competitive, negotiable salary based on your professional experience, along with additional benefits.

• Equipment: We'll provide you with the necessary IT equipment, including an iPad and a dedicated work device.

• Contract Details: The position offers a Polish employment contract, with a standard 40-hour work week. Vacation days are negotiable to align with your needs.

  
  

Ready to take on a challenging and rewarding role? We are an equal opportunity employer and welcome applications from all qualified candidates, regardless of their background, gender, or identity.

If you're passionate about problem management and have the skills we're looking for, we'd love to hear from you. We look forward to your application!