SAP Program Manager

📋 Description

• Lead the management of P1/P2 incidents, encompassing war room/bridge execution, triage coordination, and prompt resolution.

• Take ownership of incident communications and escalation management, guaranteeing clear executive updates, precise trackers, and timely alignment with stakeholders.

• Monitor and enforce adherence to SLAs in ticket management, ensuring prompt updates and resolution of high-priority issues.

• Drive the completion of root cause analysis (RCA) within prescribed timelines and implement corrective and preventive measures.

• Oversee comprehensive patch management, including scheduling, resource coordination, pre/post checks, and managing escalations.

• Coordinate activities related to upgrades and change management (e.g., RHEL, HANA, platform upgrades), including daily oversight in ServiceNow (SNOW).

• Serve as the main coordination point among L1/L2/L3 teams, vendors, and stakeholders to eliminate obstacles and ensure smooth execution.

• Supervise operational readiness and managed services tasks, including disaster recovery testing, system validations, monitoring, and alert management (e.g., FRUN).

• Support resource and operational management, including onboarding/offboarding processes, team availability, and capacity planning.

• Drive customer engagement and continuous improvement initiatives, including executive reporting (WSR/MSR/QBR), performance insights, and promoting automation and process optimization.

⛳️ Requirements

• A minimum of 8+ years of experience in IT operations, managed services, or cloud operations.

• Significant experience in managing P1/P2 incidents in real-time, high-availability settings.

• A solid understanding of ITIL processes, including Incident, Problem, and Change Management.

• Familiarity with ServiceNow and cloud platforms such as Azure, AWS, or GCP.

• Proficient in Microsoft Office 365 and collaboration tools.

• Strong understanding of SAP and cloud-based managed services environments.

• Proven capability to lead cross-functional teams without direct authority and drive operational results.

• Demonstrated experience in developing and implementing business frameworks and standard operating procedures.

• Exceptional problem-solving, organizational, and communication skills, including executive-level reporting.

• Ability to manage multiple priorities, prioritize critical tasks, and deliver results within defined timelines in a fast-paced, 24/7 environment.

• Strong analytical skills with the capability to interpret operational data and generate actionable insights.

• High resilience, adaptability, and accountability in high-pressure scenarios.

🏝️ Benefits

• Health insurance

• 401(k)

• Paid time off

• Flexible work arrangements

• Professional development opportunities