SAP NS2 Support Engineering Manager

Overview

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we  bring out the best in you. We  builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what  next. The work is challenging ut it matters. You  find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What  in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and 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.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsor ships 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 SME7s, to deliver operational excellence and provide thought leadership for the strategic initiatives in the product family. This role supports Multi-Tenant SAAS solutions primarily Field Glass;
Ariba and IBP.

• 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 SME7s 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:
• Monitor SLAs for all support channels and all customer facing services provided ensuring readily available support for customers.
• Monitor and drive high levels of customer satisfaction obtained through regular customer surveys.
• Manage critical customer escalations and manage stakeholders to ensure timely resolution.
• Plan and manage team resources ensuring adequate staffing across all customer facing channels and services.
• Support the Leadership team with strategy topics: planning, communication and definition of KPIs.
• Manage team performance ensuring delivery excellence across all channels and services.
• Drive an innovation mindset and focus on continuous improvement and quality assurance.
• Responsible to ensure compliance for ISOs 9001 and 27001 and success on internal and external audits.
• Drive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coaching.
• Team communications: run monthly team meetings, monthly 1:1 meetings, SAP Talks
• Liaise with internal teams such as Operations, CSM7s, Security, as well as SAP Product and Development Support

• Bachelor  degree in Computer Science, Business Administration, or related field with 10+ years of work-related experience (years of experience may be used in lieu of a degree)
• 5+ years of technical expertise (implementation or support) in one or more multi-tenant SaaS solutions including Field Glass, Ariba, and IBP
• People management/leadership experience preferred

• Experience with Splunk, HTTP trace, SAP Cloud Connector, HANA Cloud, Event Mesh
• Working knowledge of HTML, SSO and SAML concepts, TCP/IP and SFTP protocols
• Strong understanding of SQL and troubleshooting
• Understanding of cloud system architecture and SaaS environments
• Strong understanding of infrastructure-related topics
• Experience with end-to-end processes and management of underlying tooling infrastructure
• Experience with harmonization of cloud operations and software delivery processes
• Sound knowledge of product support processes and all service and support offerings
• Deep and wide technical knowledge is an added advantage

• Proven ability to lead by example and inspire teams to higher levels of performance
• Strong stakeholder management skills and ability to build trusted partnerships (internal and external)
• Proven abilities in managing escalations (internal and external)
• Self-initiative and strong…