Incident Manager – SAP

Contract @Garniche Jobs UK in IT
  • Bracknell, Berkshire View on Map
  • Post Date : January 11, 2023
  • Apply Before : March 10, 2023
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Job Detail

  • Job ID 306303

Job Description


Leading Managed Services Provider in the Public and Defence Sector require a Incident Manager who is a hands on lead role so the candidate must be able to work on support tickets, Change requests and Upgrades within the RTR / RAR area as well so a proven background in configuration and consulting is essential.


Their tasks will involve

Monitoring of incidents, Service Requests and other work assigned to the tower
Resource utilisation planning including holiday planning
Ticket allocation within the team based on utilisation
Daily / Weekly Reporting on progress of incidents, Service Requests and change based on agreed report format
Updating of associated incidents, Service Requests in a timely manner including any associated SAP tickets
Creating Change request for Break fix incidents
Forwarding to other resolver groups, if required and monitor progress
Arrange for the presentation of Change request for Break fix incidents to the Technical Release Board
Triage of the new incidents along and liaise with the UK Incident Manager
Work with the other Tower Leads and support other towers in work where required
Monitor skill sets within the team and ensure skills coverage
Ensure all required training is kept up to date
Ensures that the Skill Matrix is updated
Support and coordinate month end activities
Support and coordinate audit activities
Other responsibilities as assigned by the SAP Delivery Leads

Updating of Tickets

P1 Hourly
P2 Daily (moving towards 2 to 3 times per day when SLA's are being reported)
P3 Every 2 days (moving towards every day when SLA's are being reported)
P4 Every 3 days (moving towards every day when SLA's are being reported)

Management, Monitoring and reporting in a timely manner of Incidents in line with the SLA's

P1 Reporting Hourly via the agreed format for that particular incident e.g. via Teams link
P2 Reporting Daily using PowerPoint template once per day for any P2's more than 5 working days old (moving towards 2 to 3 times per day without a PowerPoint when SLA's are being reported)

If there is no update, please state that this is the case.

All P2's over 5 working days old should contain a high-level plan of actions and updated with progress.
Ownership of the Power Point presentation sits with this role.
Ownership of tickets lies with the resource assigned to the incident.
Incident management should be conducted in such a way that ensure another resource could easily pick any incident if required.
To report Major Incident status when required to the UK Incident / Major Incident Manager and SAP Delivery Leads.
Report on SAP ticket progress and ensure they are correctly updated in line with the Updating of tickets above.Attend Incident / Major review meetings when required
Attend Technical Review Boards / Change Advisory Board when required
Ensure BAU off-shore staff keep up to date with any training required by the project e.g. SAP ticket training.
Ensure leave planning for BAU resources (Onshore and Offshore).
Daily reporting on owned P2 incidents via the provided PowerPoint Template Project People is acting as an Employment Business in relation to this vacancy