SAP NS2 Technical Quality Manager​/Support Engineer; Max Secure

SAP NS2 Technical Quality Manager / Support Engineer (Max Secure)

Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

SAP NS2 Technical Quality Manager/Sr. Support Engineer (Max Secure)-Remote

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. Must be able to obtain and maintain a security clearance.

This position requires up to 80% travel.

All internals must have manager’s approval to transfer.

SAP National Security Services, SAP NS2, is seeking a Technical Quality Manager/Sr. Support Engineer. The TQM will be a member of the NS2 Service and Support Max Secure Delivery team, responsible for Premium Engagements delivery execution contributing to the revenue and growth initiatives of NS2 support as it relates to the delivery of Max Secure engagements, support services and associated support contracts (SPSLE/SES).

The TQM will be directly engaged in the delivery of Max Secure contract components, in collaboration with customers, the SAP AGS COE, Back Office, NS2 COE, NS2 Back Office, SAP Consulting, and SAP Active Global Support.

• Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
• Management of complex customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public, and/or private sector customers who engage in Max Secure or associated contracts from NS2 (SPSLE/SES).
• Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery.
• Directly advises the Customer on solution operations to support business continuity
• Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer.
• Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC).
• Identifies strategic opportunities for developing the Premium Engagement.
• Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
• Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
• Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required
• Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement
• Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox
• Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer.
• Manages stakeholders on a continuous…