SAP NS2 Support Engineering Manager

SAP

5d•$132,500 - $225,300•Hybrid

About The Position

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 primarily FieldGlass; Ariba and IBP. This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role. All internals must have manager’s approval to transfer.

Requirements

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)
5+ years of technical expertise (implementation or support) in one or more multi-tenant SaaS solutions including FieldGlass, Ariba, and IBP
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
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 accountability for business results
High level of self-organization to drive topics forward within an agile team context
Results-oriented with timely design and execution of deliverables
Strong customer focus when delivering experiences
Excellent relationship building skills in a virtual environment
Strong attention to detail while maintaining big picture thinking
Able to challenge the status quo and view change as an opportunity
Excellent communication and interpersonal skills
Strong empathy, integrity, active listening, and humility
Critical thinking and ability to pre-empt potential escalations
Receptive to feedback and continuously improves through personal development
Self-motivated, proactive, and solution-oriented
Flexibility and proven ability to work under pressure
Agile and adaptive to changes
Excellent organizational skills
Must be a U.S. citizen

Nice To Haves

People management/leadership experience preferred
Deep and wide technical knowledge is an added advantage

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, monthly 1:1 meetings, SAP Talks.
Liaise with internal teams such as Operations, CSM’s, Security, as well as SAP Product and Development Support.