SAP NS2 Support Engineering Manager

SAP

Herndon (VA)

On-site

USD 132,500 - 302,600

Full time

14 days+

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Benefits offered by this job

Continuous learning and skill growth

Flexible working models

Health and well-being focus

Job summary

SAP is seeking a Support Engineering Manager for Multi-tenant Cloud Secure Support in Herndon, Virginia. The chosen candidate will lead a high-performing team, ensuring effective support for multi-tenant SAAS solutions, including Commerce Cloud.

Key responsibilities include managing talent, driving customer satisfaction, and fostering a high-quality support environment. Candidates must have technical expertise in relevant cloud solutions and a strong focus on collaborative engagement with customers and team members.

Qualifications

Must be a US Citizen; this position requires access to customer data.
Experience in managing escalations and stakeholder management.

Responsibilities

Attract, develop and retain talent through effective coaching.
Ensure high-quality delivery of End-to-End Support Services.
Drive a customer-first mindset and monitor SLAs for support services.

Skills

Technical expertise in multi-tenant SAAS Solutions

Experience with Splunk, http trace

Working knowledge of SQL

Strong stakeholder management skills

Excellent communication skills

Education

University degree in computer science or similar

Tools

HANA Cloud

SAML concepts

TCP/IP protocols

Job description

Overview

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Company Description SAP 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, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a US Citizen; this position requires access to customer data. All internals must have Manager’s approval to transfer.

Position Summary

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.

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

Management Tasks

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
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

Required Attributes

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

Education And Qualifications

University degree in computer science, business administration, or similar qualifications
People Management / leadership skills
Excellent customer focus and stakeholder management skills (internal and external)
Flexibility / proven ability to work under pressure
Strong personality and good communications skills
Proven abilities in managing escalations (internal and external)
Sound knowledge of Product Support processes and all service and support offerings
Deep and wide technical knowledge will be an added advantage
Self-motivated, proactive, and solution-oriented
Agile and adaptive to changes
Established and aspiring people leaders, with a desire to be associated with one of the strategic Cloud Solution areas
Proven ability to lead by example and inspire a team to higher levels of performance

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 132500-302600USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process: For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

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