SAP Customer Solution Adoption Senior Specialist Job in Reston, Virginia
Requisition ID: 186459
Work Area: Software-Development Operations
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
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.
The SAP Digital Interconnect (SDI) business unit is a key player in the mobile interconnect and engagement market. The business unit enables communication between person to person for the operator customers and application to person for enterprise customers.
PURPOSE AND OBJECTIVES
As part of SDI, the Customer Solution Adoption Sr Specialist is responsible for providing Level 2 technical support for our Messaging Products ensuring the customer tickets are resolved in a timely manner and are within the Service Level agreements (SLA). This involves working with various groups within the organisation with one goal in mind, to ensure success for our customers.
Production Support - Maintaining a stable production environment through focus on the messaging applications therein. Includes interacting with the Network Operations Centre on rapid fault resolutions and process design / improvements.
Interacting with Network Engineering, Database and System Engineering teams resolving issues that impact customer experience.
Interacting with Sales teams and Customers – Coordinating on solution design, deployment, and launch testing.
Providing level 2 & 3 support and mentoring to the Network Operations Centre team.
KEY DELIVERABLES/MAIN TASKS
Ongoing level 2/3 support for NOC and Customer Care / Service Desk for identified and reported production issues. Includes being able and comfortable supporting a 24/7 production environment.
Work assigned tickets in order of priority to ensure customer satisfaction
Diagnose and prevent service impacting issues within the production environment.
Documentation of deployed configurations.
Documentation of processes and procedures.
PROFESSIONAL & APPLICATION SKILLS:
Minimum 4 years’ experience in a technical / engineering role.
Strong troubleshooting skills and the ability to analyze logs to determine where the issue lies.
Ability to absorb, understand, analyze and identify critical problems that may result in an outage.
Must be able to work within a team also independently.
Strong in Shell/Perl scripting and DBMS/SQL queries (relevant certifications would be preferred)
Well-versed and proficient in Redhat Linux and Windows operating systems environment
Knowledgeable in queue-based infrastructure - SwiftMQ, MSMQ, MQSeries
Knowledgeable in Java and .NET applications with focus on the following protocols - HTTP, Web Services, SMTP, and JMS
Telecommunication skills in SS7, SMPP, MMS and technologies preferred.
Knowledgeable in SNMP and monitoring terminologies and framework
Ability to interact with Sales team and Customers.
Must be self-motivated, high initiative level, decisive.
Languages: English (mandatory)
University degree (or other engineering / technical certifications and diplomas) in Information Technology, Telecom or Computer Science
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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: C at mailto:Careers@sap.com email@example.com at mailto:Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.