SAP NS2 Cloud Support Triage Manager (BTP and SAC)

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

SAP NS2 Cloud Support Triage Manager (BTP and SAC) - Virtual

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

This position requires access to customer data.  Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorships for this role.  

The Triage Manager job track is aligned to those seeking to leverage their interpersonal skills to lead the people in their organization in solving software related challenges for customers. The primary responsibilities of this role are to provide core customer support including providing resolution for customers across teams like engineering, operations or integration with other solutions as well as people management and participate in a continuous learning culture. Individuals in this position align frequently with their direct teams and multiple stakeholders to build high-achieving teams and develop amazing talent.

As a Triage manager, you are responsible for supporting the success of all employees within the larger team you are a part by helping to identify appropriate resources for case resolution. You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.

Responsibilities:

Provide Triage tasks for  Support Service Desk / Engineering Support – validating incoming support cases for proper assignment, as well as, confirming proper investigation has occurred prior to handover to other team members or other teams for continued investigation.
Ensure continuous improvement of innovation and operations within team and work towards actively adopting strategies to improve efficiencies
Ensure KPIs and key metric are meeting and exceeding organizational goals and customer satisfaction

• Manage incoming queue to ensure fulfillment of customers’ SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on cases and delegate queue responsibility on operational and/or strategic level, if required.  Appropriately work with customers, CSMs, operations, engineering and support specialist to resolve customer tickets.
• Validate Information and categorize cases for assignment
• Confirm proper investigation and documentation has occurred prior to handover to other team members or other teams for continued investigation
• Ensures established processes and tools are reviewed regularly for improvement potential and keeps them compliant with relevant standards, such as ISO certifications.
• Align with Product Support management in support of tasks, projects, initiatives and change management activities.
• Track established Customer Support / Engineering metrics, such as schedule adherence and customer satisfaction goals, and ensure goals are achieved
• Advise and coach team members on how to address complex customer requests
• Responsible for follow-up activities with external customers regarding quality concerns and escalations
• Use information from quality monitoring to provide feedback to team members
• Manage assigned projects and tasks that help to improve the quality of the customer support organization
• Develop strong working relationships with cross-functional teams across the SAP groups

Experience Requirements:

• BA/BS in Business, MIS, Computer Science or equivalent industry work experience.

• 6 - 10 years of related work experience, preferably supporting or implementing Cloud products in a customer-facing environment.
• 5+ Years experience as a technical Support resource
• Experience working with software applications with deep experience in BTP and SAC.  HANA Cloud experience is a plus.
• A business understanding of Cloud applications
• Experience with creative problem solving for new and undocumented issues
• Fundamental experience of and success with all key responsibilities of a Senior Position
• Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.

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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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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.

EOE AA M/F/Vet/Disability

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 combined range for this position is 132800 - 225800(USD) USD. 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.

Requisition ID: 406489 | Work Area:Customer Service and Support  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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