Manager Incident & Problem Management

• Major Incident Management: Lead the Major Incident Management (MIM) process for all Priority 1 (Critical) and Priority 2 (High) SAP disruptions.
• Emergency Orchestration: Host and facilitate emergency technical bridges, coordinating rapid response efforts across internal IT infrastructure, SAP Basis, network teams, and external vendors.
• Executive Communications: 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.

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

AMS & Vendor Governance

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

Operational Analytics & Trend Spotting

• Volume Monitoring: Monitor daily incident volumes across all core business domains, including Finance, Operations, and Supply Chain.
• Training Feedback Loop: 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.