SAP Senior Support Engineer Job in Feltham, United Kingdom
Requisition ID: 187952
Work Area: Consulting and Professional Services
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Recruiter Name: Blair James Morrison
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
EXPECTATIONS AND TASKS
The Senior Support Engineer works on complex customer software solutions in hybrid landscapes (on premise/Cloud) driving operations and customer projects. The Senior Support Engineer identifies areas where the premium engagement can add value to the customer IT and business departments and aligns these with the Engineering Architect and SAP Account team.
The Senior Support Engineer gets a detailed understanding of the customer situation, including solution landscape, core business processes, interfaces, critical projects and top issues and makes sure they are documented in the SAP Solution Manager.
The Senior Support Engineer is able to understand and judge importance of all issues raised and recommendations given in SAP DBS Services and can execute follow-up if necessary.
Identification of technical risks.
Ensure resolution of issues and top issues.
Create an action plan for resolution of the customer‘s top issues. Involve the MCC organization, SAP experts, as well as experts from the customer and partners.
Drive the execution of action plans for customer’s top issues by coordinating the involvement of required SAP experts, as well as experts from the customer and partners onsite and remote.
Decide about escalation of critical situations at the appropriate time to the appropriate organization, such as Mission Critical Support, SAP Senior management, or the SAP Account Team. Management of service and action plan
Define a service plan based on customer’s project plan and top issues in accordance with the contract situation.
Align service plan with customer: The Senior Support Engineer is able to react on short term needs for the customer and can also propose a long-term plan to the customer to proactively avoid issues.
Prepare the customer contacts for upcoming service delivery.
Prepare Remote and On-site teams with customer specific information. WORK EXPERIENCE
Independence: Functions successfully without much supervision and stays focused.
Knowledge to provide advice in many different project, operations, continuous improvement or generic IT topics.
Broad knowledge of end to end SAP solutions, technology support, services and the related standards and methodologies.
Service delivery project management skills.
Demonstrated understanding in SAP strategy including service portfolio & Cloud transformation.
Direct experience of working with SAP Digital Boardroom, SAP Central Finance, S4 HANA transformations within the Utilities Industry. EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor or Master’s degree required.
Services Sales Oriented: possessing the ability to diagnose, analyse, and succinctly discuss customer problems, develop the urgency to solve those problems, and commit customers to a realistic plan of action that will produce mutually beneficial results.
Executive Focused: works proficiently at high organizational levels through effective communication and management thinking coupled with significant political insightfulness.
Team Oriented: demonstrates the comfort and ability to synergistically work with others to achieve a common sales goal without compromising one’s own identity. Understands how to inspire customers and the sales teams alike.
COMPETITIVE SALARY PACKAGE (PLUS BONUS AND BENEFITS)
OPENING DATE FOR APPLICATION IS 02/08/18
CLOSING DATE FOR APPLICATION IS 30/08/18
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .
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 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: Careers@sap.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
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