SAP NS2 BTP / SAC Support Engineering Manager

SAP is the global market leader for business software and related services. 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, ensuring effective delivery of End-to-End Support Services to customers.

Responsibilities:

• 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
• 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, bi weekly 1:1 meetings, quarterly SAP Talks
• Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support

Requirements:

• 5+ years of technical expertise (implementation or support) required in one or more multi-tenant SAAS Solutions including BTP, IAS, Build Workzone, and SAC
• Experience with Splunk, http trace, SAP Cloud Connector, HANA Cloud, Event Mesh
• Working knowledge of HTML, working knowledge/hands-on experience on SSO and SAML concepts, TCP/IP and SFTP protocols
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL and its troubleshooting
• Results orientated – ensuring timely design & execution of deliverables
• Self-initiative & strong accountability for business results to customers
• Strong stakeholder management skills & ability to build trusted partnerships
• Strong customer focus when delivering experiences
• Excellent relationship building skills in a virtual environment
• Strong empathy, integrity, active listening & humility with team and colleagues
• Demonstrate a strong self-confidence and accountability for end-to-end results
• Strong attention to detail while being able to think big picture
• Able to challenge the status quo & view change as an opportunity
• High level of self-organization to drive topics forward within an agile team context
• Excellent communication & interpersonal skills
• Receptive to feedback & continuously improves through personal development
• Critical thinking & ability to pre-empt potential escalations as required
• Strong understanding of infrastructure-related topics
• Experience with end-to-end processes and the management of underlying tooling infrastructure
• Experience with harmonization of cloud operations and software delivery processes
• Bachelor's 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)
• People Management / leadership skills strongly preferred
• 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