Incident Manager

The Role
This document outlines the key responsibilities and required expertise for managing the incident lifecycle within SAP AMS Release 1, emphasizing SLA compliance and effective coordination across teams. It highlights the need for strong skills in SAP modules, ITIL processes, and stakeholder communication.

Requirements
Incident Management & Coordination • Manage the end-to-end incident lifecycle for SAP AMS Release 1, ensuring SLA compliance and timely resolution • Act as the primary contact for incident escalation and coordinate with L1.5, L2/L3 teams, and governance leads for seamless issue handling • Monitor incident queues, prioritize critical issues, and maintain dashboards with regular stakeholder updates Expertise & Continuous Improvement • Conduct Root Cause Analysis (RCA) for major incidents and prepare detailed reports to drive service quality improvements • Require 6–8 years of experience in SAP AMS incident management with strong knowledge of SAP S/4HANA Finance and Retail modules • Expertise in ITIL v4 processes (Incident, Problem, Change Management) and familiarity with ITSM tools like BMC Helix and SAP monitoring tools (CALM) • Excellent communication and stakeholder management skills are essential, with preferred certifications in ITIL, ISO 20000, or equivalent

About the company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion.