SAP Support Engineer Job in Manila, Philippines
Requisition ID: 168300
Work Area: Administration
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Key Areas of Responsibility and Tasks
As Global CoE organization it is our task and responsibility to understand and proceed on the new business models and operational challenges of our
Under the umbrella of MaxAttention Next Generation we provide the necessary methodology and content to drive the innovation agenda with continual redefining of requirements and industry business models.
Besides delivering innovations we engage pro-actively with our Premium Engagement and Enterprise Support customers using a holistic approach to analyze, understand and define action plans for customer’s situation. We support our customers in increasing the value they get out of their SAP Solution with reduced Total Cost of Ownership (TCO).
Beside these, we resolve production down situations and escalations. By doing so we ensure customer satisfaction and success, secure maintenance revenue and protect the SAP brand.
To deliver all that in an efficient way industrialization is a must. We build supportability features, standardize and automate delivery of content and invent new delivery models.
Foundation is our extraordinary technical and application knowledge. We bring together engineering talents into a single, global delivery organization, the Global CoE - dedicated to the values and aspirations which unite us in order to deliver the desired outcome, whatever it takes. Our guiding principle, “Customer comes always first,” underpins everything that we do on a daily basis, ensuring that we operate to the highest possible engineering standards.
CoE Career Levels
CoE Job Profile
Chief Support Architect
Chief Support Architect CoE
Leads other Support Architects or CoE teams and define s complex customer solutions.
Support Architect CoE
Influences successfully up to CIO Level (larger companies). Leads internal and external programs customer projects .
Senior Support Engineer
Senior Support Engineer CoE
Organizes delivery and development activities for group of people. Influences successfully up to Senior Management and manages complete projects or workstreams i n projects.
Support Engineer CoE
Solves complex technical or functional issues alone.
Support Associate Engineer
Associate Support Engineer CoE
Fulfills expert role in internal and external projects for defined technology or application area.
Key responsibilities and tasks grouped along the subject matter are the following:
For Application Process Design and Implementation- Define customer process model and execute discovery workshop- Design and implement application architecture- Implement, test, train applications and processes- Optimize business processes
For Integration and Development (including Validation)- Take care of the integration topics like user integration, system integration and process integration- Ensure data consistency, performance and exception management
For Architecture and Infrastructure- Define technical architecture, landscape and underlying infrastructure- Provide a detailed architecture blueprint as basis for the other work streams (like General Basis Support)
For General Basis Support- Application Lifecycle Management- Setup the project and production landscape- Setup the software logistics, provide user access and introduce security aspects
For Data Migration- Setup the migration landscape and migration tools- Implement rules for mapping and technical, rule-based data quality measures
For RunSAP Like a Factory / Transition to Operations- Define the customer target operational model- Design and implement application lifecycle management- Integrate new business solutions or technical components into operation- Setup or optimize operation control center
For System Landscape Optimization (Landscape Transformation Management, SAP LT based projects,SAP General Ledger Migration)Additional tasks:
Participates in internal projects driven by internal requirements
Trains and coaches other CoE Engineers
Pre-requisite is knowledge of:
Industry and business processes
Programming skills for ABAP, Java, C
Upgrade downtime minimization In detail a CoE Support Engineer alternately covers below roles and their tasks: Service Delivery Role:
Performs and leads overall analysis of situation at key accounts
Identifies top issues in key account engagements
Leads analysis of system landscape and technical issues
Leads analysis of core business processes for all applications
Leads analysis of system and application operation
Delivery functional or technical tasks in MaxAttention projects
Brings technical or application expert knowledge into the project
Co-operates with the Focus Technical Quality Manager (TQM) to answer difficult functional or technical questions and executes concrete tasks
Delivery Onsite & Remote services for MaxAttention, Active Embedded and Mission CriticalSupport (escalations & task forces, MCS Backoffice) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services
Learns to deliver onsite services as functional expert for broad area of topics
Delivers Expert Guided Implementation
Actively provides customer feedback to development based on delivery
Analysis of functional gaps in ICC and developments to close gaps
Implements specific best practice operations scenarios
Develops trainings, specifications and documentation
Ensures that services and documentation are available and up-to-date for the respective area of expertise
Takes over development tasks in projects or service development
Delivers root cause analysis, provides solutions, and delivers services for specific fields / areasBackoffice Role:
Participates in weekend support activities
Reports errors to development organizations
Works as functional expert in de-escalations
Functional responsibility for specialist technical area
Drives knowledge transfer within specialist focus area
Understands customer requirements and coaches Embedded Support for planning single support services including identification of the needed skills and the size of the delivery (for MaxAttention and Active Embedded customers)
Contributes to the achievement of our CoE quality and efficiency targets (including focus on remote share, QA of service delivery, reporting)
Develops trainings, specifications and documentation; ensuring that the documentation is up-to-date for the respective area of expertiseDevelopment Role:
Executes customer development in context of ICC
Understand and develop assigned request from project
Responsibility for implementation according SAP product & support standards Experience & Language Requirements Work Experience Functional and Technology Experience
General application and technology knowledge
Expert knowledge in development or product configuration or technology components
Integrates seamless in project teams and takes an active expert role
Executes different type of delivery activities and takes over back office functions
Fulfills expert role in external or internal project teams
Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the Mission Control Center.
Project Management skills
Bachelors in Mathematics, Physics, Computer Science or similar
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: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
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