Support Engineer (f/m) - SAP Stellenangebot

Unternehmen: SAP
Vertragsart: Unbefristet - Vollzeit
Standort: Walldorf/St. Leon-Rot - Deutschland

• Bewerben Sie sich auf: Support Engineer (f/m)

PURPOSE AND OBJECTIVES
SAP Active Global Support is recognized for its world-class service and support offerings. We continuously strive to further improve our service portfolio and engagement programs with the goals of optimizing our customer's solutions and safeguarding their operations.
With Secure Support Services, unique in the IT-market, customer out of highly regulated industries can now address their security requirements .
SAP Secure support services add to the SAP Active Global Support portfolio additional services oe support offering to meet the following advanced security requirements of customers with advanced security needs:
* Message Solving : From the processing of unclassified messages with restricted remote access for system analysis up to the handling of classified messages
* Remote Support : Remote system access and remote analysis from defined countries or locations meeting our customer's own special data security policy or legal regulations
* Data Handling : Integration of security-cleared support personnel, special secured rooms in SAP locations and the ability to classify support messages for further processing

For the execution of our engagements at Secure Support Services we are looking for a Support Engineer working in our delivery coordination unit. As a Support Engineer you will act as a technical back office, working with various SAP functions and the customer's IT- and support organization. You will coordinate and optimize service delivery and incident message solving processes based on customers' individual Secure Support Services agreements.

EXPECTATIONS AND TASKS
* Become a valuable member of the Secure Support Services delivery coordination team able to manage exceptional customer situations and cases and work on future oriented scenarios enhancing the value proposition of Secure Support Services
* Coordinate Secure Support Services delivery in close cooperation with Global Secure Customer Interaction and Secure Enterprise Support Advisor
* Coordination and supervising of Secure Support Services delivery based on shared delivery models (e.g. Germany/France)
* Facilitate projects to create new Secure Support Services elements or optimize existing ones including the technical planning and set up of future secure hubs
* Technical exception handling in the delivery of Secure Support Services, also in direct communication with customer
* Preparation and conduction of Secure Support Services fire drills
* Reporting of Secure Support Services key figures
* Workload monitoring
* Understand customers in all security issues and being able to provide support
* Interact with different Support Organization (IMS, RSD, PS, CIM, ...) and front office roles (Secure Customer Interaction and Secure ESA)
* Facilitate development of the SAP internal technical network documentation for Secure Support Services delivery environments and implementation of security procedures and protocols per SAP or customer regulations
* Working up to 8 weeks per year from Sophia-Antipolis (France)

WORK EXPERIENCE
This role could be suitable for a person with service and support background and minimum 5 years of experience.

EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES
* Minimum 5 year of experience in service and support related roles
* Knowledge of SAP Products, such as SAP Solution Manager, SAP CRM, etc.
* Willingness for personnel security clearance
* Ability to quickly gain insight into the Secure Support Services contracts to understand customer's security solution
* Team worker to collaborate with customer IT operation with SAP Service and Support lines of services
* Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams
* Presentation, communication, and conflict management skills
* Strong interpersonal skills and assertiveness
* Systematic, communicative, and creative focus
* Knowledge on support backbone applications
* Fluent in German and English
* Medium level knowledge in French