SAP NS2 Support Engineering Manager

SAP•Herndon, VA

1d•$132,500 - $302,600•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 strategic initiatives in the product family. This role supports multi-Tenant SAAS solutions primarily Commerce Cloud; Concur and Digital Manufacturing Cloud knowledge is a plus.

Requirements

Technical expertise (implementation or support) required in one or more multi-tenant SAAS Solutions including Commerce Cloud (Digital Manufacturing and Concur experience a plus)
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 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

Nice To Haves

Concur knowledge is a plus
Digital Manufacturing Cloud knowledge is a plus
Deep and wide technical knowledge will be 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