SAP
Location
Herndon, VA | United States
Job description
We help the world run better
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!
SAP NS2 Support Engineering Manager - Virtual
COMPANY DESCRIPTION
SAP is the global market leader for business software and related services. SAP National Security Services Inc. ® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.
Must be a U.S. Person; NS2 does not offer Visa sponsorships for this role.
All internals must have manager’s approval to transfer.
The Support Engineering Manager for Multi-tenant Cloud Secure Support will provide operational leadership and direction to a high performing team of support engineers based in the US The Support Engineering Manager will partner with peer managers, the Support Engineering Triage Manager, and the SME’s, to deliver operational excellence and provide thought leadership for the strategic initiatives in the product family. This role Supports Multi-Tenant SAAS solutions like HXM, SAC, Build Workzone IAS, FieldGlass and BTP.
EXPECTATIONS AND TASKS
· Attract, develop and retain talent through effective Coaching for Engagement, Performance Management, and Career Planning and Development.
· Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of End-to-End Support Services to customers.
· Drive the execution of the Multi-tenant Portfolio strategy in close collaboration with peers, Support Readiness Lead and the Product Area Leads.
· Drive a customer first mindset and ensure adherence to processes through Quality Assurance Analysis of the cases solved by the team.
· Engage with Customers to turnaround the support experience by being available for ad-hoc calls.
· Partner with the SME’s to drive a culture of knowledge sharing and Collaboration through continuous improvement in the proficiency of the team on Knowledge Capture, Reuse and Sharing
· Proactively reach out to Customers & Partners where possible, to promote the best practices of engaging with Support.
The Manager will be required to:
o Monitor SLAs for all support channels and all customer facing services provided ensuring readily available support for customers.
o Monitor and drive high levels of customer satisfaction obtained through regular customer surveys.
o Manage critical customer escalations and manage stakeholders to ensure timely resolution.
o Plan and manage team resources ensuring adequate staffing across all customer facing channels and services.
o Support the Leadership team with strategy topics: planning, communication and definition of KPIs.
o Manage team performance ensuring delivery excellence across all channels and services.
o Drive an innovation mindset and focus on continuous improvement and quality assurance.
o Responsible to ensure compliance for ISOs 9001 and 27001 and success on internal and external audits.
o Drive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coaching.
o Team communications: run monthly team meetings, monthly 1:1 meetings, SAP Talks
o Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support
Required Skills:
o Technical expertise (implementation or support) required in one or more mulit-tenant SAAS Solutions including HXM, BTP, IAS, Build Workzone, FieldGlass and SAC
o Experience with Splunk, trace, SAP Cloud Connector, HANA Cloud, Event Mesh
o Working knowledge of HTML, working knowledge/hands-on experience on SSO and SAML concepts, TCP/IP and SFTP protocols
o Awareness about cloud system architecture and SaaS environment
o A good understanding of SQL and its troubleshooting
o Results orientated – ensuring timely design & execution of deliverables
o Self-initiative & strong accountability for business results to customers
o Strong stakeholder management skills & ability to build trusted partnerships
o Strong customer focus when delivering experiences
o Excellent relationship building skills in a virtual environment
o Strong empathy, integrity, active listening & humility with team and colleagues
o Demonstrate a strong self-confidence and accountability for end-to-end results
o Strong attention to detail while being able to think big picture
o Able to challenge the status quo & view change as an opportunity
o High level of self-organization to drive topics forward within an agile team context
o Excellent communication & interpersonal skills
o Receptive to feedback & continuously improves through personal development
o Critical thinking & ability to pre-empt potential escalations as required
o Strong understanding of infrastructure-related topics
o Experience with end-to-end processes and the management of underlying tooling infrastructure
o Experience with harmonization of cloud operations and software delivery processes
EDUCATION AND QUALIFICATIONS:
· University degree in computer science, business administration, or similar qualification
· People Management / leadership skills
· Excellent customer focus and stakeholder management skills (internal and external)
· Flexibility / proven ability to work under pressure.
· Strong personality and good communications skills
· Proven abilities in managing escalations (internal and external)
· Excellent organizational skills
· Sound knowledge of Product Support processes and all service and support offerings
· Deep and wide technical knowledge will be an added advantage.
· Self-motivated, proactive, and solution-oriented
· Agile and adaptive to changes.
· Fluent in English
WORK EXPERIENCE
· Established and aspiring people leaders, with a desire to be associated with one of the strategic Cloud Solution areas.
· Proven ability to lead by example and inspire a team to higher levels of performance.
We build breakthroughs together
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.
We win with inclusion
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: [email protected].
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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.
Requisition ID: 388075 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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