SAP · 14 hours ago
SAP NS2 Support Engineering Manager
Herndon, VA
Full-time
Hybrid
Director/Executive
$132K/yr - $225K/yr
10+ years expSAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary that offers SAP solutions with specialized levels of security and support for U.S. national security. The Support Engineering Manager for Multi-tenant Cloud Secure Support will provide operational leadership to a team of support engineers, ensuring high-quality delivery of support services and driving customer satisfaction through effective management and collaboration with various stakeholders.
AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware
No H1B
U.S. Citizen Only
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
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
Qualification
Required
Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role
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
Preferred
People management/leadership experience preferred
Deep and wide technical knowledge is an added advantage
Benefits
Constant learning
Skill growth
Great benefits
SAP North America Benefits
Company
SAP
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.3BKey Investors
Elliott Management Corp.
2019-04-24Post Ipo Equity· $1.3B
2015-06-01Grant· $1.37M
1998-08-03IPO
Leadership Team
Christian Klein
CEO & Member of the Executive Board
Sandi de Souza
Chief Financial Officer: Africa
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