Lead Incident Manager with SAP knowledge

About

We are looking for a Lead Incident Manager to own the end-to-end Incident Management process — acting as the central coordination point during service disruptions, driving rapid service restoration, and working closely with Platform Services, BizDevOps Squads, SAP Support, and Service Management to maintain SLA compliance and support a mature, ITIL-based service organization.

 

Project

  • start date: ASAP
  • duration (of the project): Long-term
  • travelling: occasionally

 

Tech stack

  • Jira Service Management
  • Service Now
  • Cloud platforms
  • IT Monitoring solutions
  • ITSM processes (Incident, Problem, Change, Request Management)
  • Microsoft Teams / Collaboration tools
  • SAP

 

Your responsibilities

  • lead the end-to-end Incident Management process for the business platform
  • coordinate resolution of high-priority and critical incidents across multiple technical teams
  • act as Incident Commander during Severity 1 incidents, facilitating bridge calls and coordinating recovery activities
  • ensure incidents are prioritized according to defined severity and SLA criteria
  • coordinate communication with technical teams, business stakeholders, service owners, and management throughout the incident lifecycle
  • drive timely restoration of business services while minimizing customer and business impact
  • monitor compliance with Incident Management processes, SLAs, and operational KPIs
  • coordinate escalations across Platform Services, BizDevOps teams, SAP Support, and third-party vendors
  • support post-incident reviews and ensure root cause analysis and follow-up actions are completed in cooperation with Problem Management
  • identify recurring operational issues and initiate continuous service improvement activities
  • collaborate closely with Change Management to reduce operational risks and improve service stability
  • maintain Incident Management documentation, operational procedures, and reporting
  • provide governance and coaching for Incident Management best practices across delivery teams
  • contribute to the continuous development of the platform operating model and IT Service Management processes

 

What do we expect?

  • 3+ years of experience in IT Operations, IT Service Management, or Production Support
  • knowledge of SAP basis environments is highly desirable (e.g. SAP Transport Management System - reviewing transport logs, system logs, etc.)
  • proven experience as Incident Manager, Major Incident Manager, or similar role
  • strong knowledge of ITIL Incident, Problem, and Change Management processes
  • experience managing Major/Critical Incidents in enterprise environments
  • strong stakeholder management and communication skills
  • experience coordinating multiple technical teams under time pressure
  • experience working with Jira Service Management or similar ITSM platforms
  • experience working in Agile organizations
  • strong analytical and decision-making skills
  • ability to lead crisis situations and facilitate technical war rooms
  • experience with SLA/KPI reporting and service governance
  • ITIL Foundation certification (ITIL 4 preferred)
  • fluency in English and German

Benefits

  • Compensation and rewards:
    • Boost your earnings with bonuses (company performance, project, or extra performance bonus)
    • Invest in yourself with a yearly well-being budget (up to €2,000)
    • Earn referral bonus (up to €3,000)
    • Secure your future with a pension plan contribution
  • Flexibility and Work-Life Balance:
    • Flexible working hours that adjust to your personal needs
    • Choose your work environment – 100% remote or modern offices: Košice, Bratislava, Prague
  • Personal and Professional Development:
    • Sharpen your skills with extensive training & certifications
    • Boost your language skills with language courses
  • Wellbeing and Culture:
    • Build bonds through team-building activities & company events like the VolleyCup and Christmas party
    • Join our family culture and participate in diverse interest groups like bikers, runners, gamers, and more
    • Invest in your well-being with a MultiSport card
    • Promote your mental health with confidential psychological support 

 

Hiring process

  1. Has the job offer captured your interest? Please fill out the application form and let us know about yourself.
  2. We will assess the information you send us and will get back to you under any circumstances.
  3. We will contact the chosen applicants and specify the details.
  4. A job interview with a hiring manager is a two-way opportunity to get to know each other better. The hiring process also includes a second interview with the customer directly.
  5. We will inform you about the feedback from the interview as soon as possible. Successful candidates will receive a job offer.