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

  • MaxAttention,

  • Active Embedded,

  • Enterprise Support


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

Global Job

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

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

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

  • Performance analysis

  • 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:

  • Production Support:

  • 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

  • Engagement Support:

  • 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

Other Experience

  • 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

English: Fluent


Bachelors in Mathematics, Physics, Computer Science or similar


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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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