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Software-Design and Development

Major Incident Manager for SAP Integrated Business Planning (IBP)

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!




As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.



SAP SCM solutions have achieved a leading market position and are used by more than 2,500 customers worldwide. We are aiming to innovate the SCM product portfolio through Integrated Business Planning and S/4HANA.
SAP Integrated Business Planning (SAP IBP) is a cloud solution that enables companies to react quickly to customer demands, expectations, and helps them handle changes and shortages in the supply chain by generating a short to mid-term supply plan, based on prioritized and categorized demand such as orders and forecasts. 

Watch the video to learn more about SAP IBP.

The development and maintenance of SAP Integrated Business Planning is fueled by various customer engagements and the collaboration between several teams in different locations. 

Major Incident Manager (MIM) plays a key role in improving overall business performance and achieving long-term customer satisfaction and retention.

The MIM is the primary liaison from engineering to cloud support aligned by pillar. The primary focus is to internally coordinate, plan, prioritize and communicate with engineering on customer issues related to product defects, coordinate incident handling improvements with support, monitors escalations with MCC, and works with product management in providing feedback for product roadmaps. The role encompasses proactive communications and updates within SLA, and standardization of best practices. Analyzing and reproducing a critical incident is also part of responsibility. 

The role requires part time work focusing to the working period when the other managers are not available. Night shift is not required  but be on call on weekend and sometimes on public holidays is necessary.


We are looking for an engaged person with a mature attitude to provide development and maintenance in the following areas:

  • Drive prioritization of engineering defects based on impact to the customers.
  • Drive delivery of consistent and repeatable processes and solutions globally.
  • Review open P1-3 issues not responded to within SLA and move them to next point of action
  • Review open issues on a dashboard and via frequent meetings with MCC
  • Act as main point of contact for all Escalations with MCC, MCS and Escalation managers
  • Close any tickets that are invalid or lack significant response 
  • Remove escalation status if no escalation business reason is established
  • Participate in the Hot Fix Governance processes
  • Provide status report and update customers regularly.
  • Make tactical decisions in case the involved delivery unit managers are not available
  • Track and report metrics on Engineering defects and identify opportunities for improvement.
  • Focus on strong relationship management and effective collaboration with cross-functional teams for better outcomes.
  • Follow up the Root Cause Analysis process, create communication templates
  • Participate in the Manager on Duty weekend on-call process.
  • Improve and monitor the Engineering time zone coverage processes and ensure the proper handovers of critical incidents.

Required skills

  • Strong analytical, organizational and problem-solving aptitude.
  • Outstanding leadership and collaborative capabilities, illustrating proficiency in both verbal and written communications.
  • Solid understanding of technical information
  • Excellent project and task-management skills and partnership focus.
  • Excellent communication, follow-up and documentation skills.
  • Demonstrated analysis and problem-solving expertise.
  • Effectively interacts with all levels of management within the client and internal organization.
  • Enthusiasm, internal leadership, strong work ethic and a positive attitude.
  • Demonstrated ability to apply product knowledge to advance customer success and ensure ongoing engagement.
  • SQL knowledge is an advantage


  • Account Management
  • Collaboration
  • Customer Service
  • Internal and External Communications
  • Project Management
  • Results Focused
  • Teamwork
  • Customer handling and communication
  • Service attitude
  • Cloud development processes/paradigms

Preferred skills

  • Knowledge of Agile Software Engineering methods
  • Experience in cloud application development
  • Experience in software quality assurance
  • Business knowledge in the area of Supply Chain Management might be beneficial

3-4 years of experience in the software development and support process of complex applications especially in the cloud development.



  • Exceptional salary and yearly bonus
  • Attractive benefit package
  • Interesting and challenging projects
  • Long term career path in an international environment
  • Valuable in-house trainings in SAP and programming
  • Working in a cross-functional team defined by the SAP Lean Software Development Model
  • Collaboration with highly qualified IT experts 
  • Working closely together with key customers to develop our solutions
  • Contributing actively to customer engagement activities (E.g: Design Thinking)
  • Cooperating closely with international development teams and stakeholders



We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.


SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.


EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:305286 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Limited Part Time  | Additional Locations: 

Major Incident Manager for SAP Integrated Business Planning (IBP)

Facility:  305286
Posted Date:  Sep 30, 2021
Work Area:  Software-Design and Development
Career Status:  Graduate
Employment Type:  Limited Part Time
Expected Travel:  0 - 10%

Budapest, HU, 1031

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