SAP Senior Support Engineer Job in Bangalore, India
Requisition ID: 123805
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Cloud Case Manager - MCC Cloud APJ (f/m)
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.
Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.
PURPOSE AND OBJECTIVES
As a key part of SAP Digital Business Services (DBS), the goal of Mission Control Center (MCC) Cloud is to ensure customer success, increased adoption and renewals by engagement support to selected customers, preventing critical situations and resolution management of escalations. Embedded in the organizational framework of the MCC Cloud, it supports cloud-only and hybrid (Cloud and on premise) customers.
EXPECTATIONS AND TASKS
As an individual contributor, you will be part of a highly motivated and skilled expert team responsible for cloud customers in the region, representing SAP as a company and its interests for customer success. As CCM in the MCC Cloud, your main tasks will include:
Evaluation and de-escalation of complex critical customer situations to derive appropriate action plans
Orchestration of top issue resolution with all involved cloud stakeholders, within and outside of GSS
Securing commitment of all the necessary organizations and levels within SAP
Installed base overview on critical customer situations as a basis for regular executive level Reporting
Provide engagement support to selected customers for successful cloud adoptions by continuous risk reviews, risk profiling and determining risk mitigation strategy in collaboration with account teams
Build a trusted engagement relationship for ensuring success of customers/partners
Avoidance of global escalations
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Experience of cloud solution deployments
At least two full life cycle implementation experience with direct involvement as a consultant on any SAP product
Strong negotiation & conflict management skills
Ability to analyze complex problems, both business process and technology related, and to resolve them by implementing actionable measures
Ability to make fast and reliable decisions within strict deadlines and involving complex environments or situations
Strong interpersonal skills and the ability to work with colleagues and customers on all levels of their Organization
High level of flexibility required; willingness to learn on a continuous basis
Knowledge about one of SAP SAAS products HCP/HCI, Ariba, C4C
Project management / Engagement support
Min. 5 years of work experience with SAP
Min. 2 year of solution and technology knowledge of SAP’s portfolio and related business processes, preferably in the SAP Cloud portfolio
Experience with cross-functional teams and domains
Salary Range: T2-T3
T2 – T3
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: email@example.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection