Problem / Major Incident Specialist - SAP

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). To find out more visit www.lenovo.com and read about the latest news via our StoryHub. **Role Purpose** Own major incident coordination, problem management, recurring incident reduction and service stability improvement. **Detailed Technical Responsibilities** Lead major incident governance, RCA reviews, problem records, corrective actions and known-error database. Analyze recurring incidents and drive permanent fixes with technical towers. Define incident/problem governance and escalation improvements. Support executive incident reporting and customer-facing RCA governance. Drive MTTR reduction and operational stability improvements. **Day-to-Day Technical Skills** Advanced ITIL incident/problem lifecycle, RCA methods, SAP AMS operations, stakeholder communication and technical risk articulation. Ability to correlate incident trends across SAP Basis, HANA, Infra and Integration layers. Strong report writing and executive communication. Experience with problem backlog, action tracking and CSI planning. Understanding of change-related incident patterns and hypercare stabilization. **SAP RISE AMS Delivery Expectations** Mandatory working exposure to SAP RISE or SAP AMS managed services, including DEV, QAS, PRD and DR landscape support. Work within SAP, customer, hyperscaler and AMS shared-responsibility boundaries with clear ownership and escalation discipline. Support Incident, Service Request, Change, Problem, RCA, Knowledge and CDD activities using ITSM workflows. Participate in 24x7 support, shift handover, controlled maintenance windows, CAB approvals and audit-ready documentation. Coordinate across SAP Basis, HANA/DB, integration, infrastructure, security, network, customer business teams and SAP support. **Upgrade / Patch / Deployment / Configuration Exposure** Manage hypercare incident trends, release defect triage and post-change problem review. Participate in upgrade/release readiness from incident risk perspective. Define PIR inputs for critical changes and major events. Track recurring issues after patching, upgrades and deployments. Ensure RCA actions feed back into runbooks and automation. **Monitoring, Management And ITSM Responsibilities** Use ServiceNow or equivalent ITSM to maintain ticket categorization, priority, affected service/CI, business impact, evidence and closure notes. Support monitoring dashboards, health reports, SLA/OLA tracking, ticket ageing, backlog control and recurring alert review. Follow escalation matrix, major incident bridge protocol, change governance and problem management process. Maintain SOPs, runbooks, KB articles, handover notes and known-error database for repeated issues. Identify automation and shift-left opportunities for repeated operational tasks and standard requests. **Tools / Platforms** ServiceNow, RCA templates, Power BI, SAP Cloud ALM/SolMan, monitoring dashboards, Teams/Bridge tools. **Expected Deliverables and KPIs** Major incident MTTR, problem backlog reduction, RCA quality, recurring incident reduction, action closure and customer satisfaction. **Preferred Certification / Evaluation Focus** Interview focus: handling repeated P1 incidents, RCA quality, known-error process and stakeholder communication. **Education / Experience** Bachelor’s Degree with 6-12 Years of relevant experience. *We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.*