SAP Senior Support Engineer (Technical Quality Manager) Job in Mumbai, India

Requisition ID: 120848

Work Area: Customer Service and Support

Expected Travel: 0 - 50%

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.

Technical Quality Manager

Organization - Digital Business Services:

Our customers are looking to us to guide them through their digital journey and our mission is to lead servitization globally in the new digital economy. To achieve this, we have set 3 main priorities:

  • Move customers to the Cloud

  • Realize the digital enterprise

  • Help our customers establish S/4HANA as their digital core

SAP Digital Business Services is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations. SAP’s One Service Engagements are tailored solutions for the implementation, operation, and upgrade of SAP solutions. This program is the leading edge of the SAP support offerings for large customers.

Purpose and Objective of Job:

For the execution of our global premium engagements we are looking for Technical Quality Managers (TQM) working onsite at our customer's premises in India. As a TQM you will act as SAP's Support front office lead within the customer's IT-organization and as part of a wider global Premium Engagement team. You will architect the service plans to the customer's needs and head the service delivery. You will be involved in the customer's SAP projects and/or operations as a supervisor from SAP's point of view, thus proactively safeguarding implementations, operations, and upgrades.

You will be expected to understand the customer’s context and objectives and develop and deliver engagement plans that add value.

It will be your responsibility to create and maintain a trustful and cooperative relationship between the customer and SAP Support within the charter of the customer’s premium engagement.

Expectations and task of the job:

As TQM, you will be responsible for the following tasks:

  • Understand the customer's solution landscape and business processes

  • Be the technical Go-To-Person representing SAP on any SAP related queries/ topics

  • Acquire the role of a trusted SAP advisor inside the customer organization

  • Create detailed engagement and service plans and drive their execution to successful outcome

  • Conceptualize, execute and track projects that are in line with DBS framework and Premium Engagement charter with customer

  • Coordinate involvement of SAP Support resources onsite and in the back office

  • Identify top issues, define action plan accordingly and drive the resolution process

  • Report to management and executive level internally and with customer

  • Travel requirement at least 50%

  • Premium Engagement contractual compliance

Work Experience:

  • Bachelors Degree or equivalent

  • SAP Technology / Basis experience preferred

  • A Consulting, Support or Development background with customer focus

  • 8-15 yrs over all experience out of which 7 yrs customer facing experience in SAP Technology or SAP applications

Skills and Competencies:

  • Excellent customer / escalation management skills

  • Proven stakeholder management skills on project and senior management level

  • Broad Architect level understanding of SAP solutions and NetWeaver technology

  • Should still be a hands-on SAP product consultant

  • Project management experience incl hands-on planning and tracking

  • Proven ability to work well in a virtual and/or remote team environment

  • Clear, constructive and supportive style of communication

  • Commitment to- and active participation in continuous improvement for SAP and for customer

  • Fluency in English


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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection