Solution Support Engineer

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Critical Incident Management (CIM) provides a globally accessible escalation point into SAP support for the escalation of existing customer incidents. CIM is the default engagement for all single incident requests with the aim to stabilize and ensure that the standard support process has a fair chance to be executed or in case of being in limbo, to be re-established

WORK EXPERIENCE

• Basic knowledge of ERP systems
• Medium level knowledge of operational business processes
• High level understanding of CRM and Sales processes
• Ability to work in an international and intercultural team
• Experience in IT / Information management / Business administration

EDUCATION AND SKILLS

• Bachelor degree in Business Administration
• Sense of diplomacy
• Open personality and professional communication skills
• Professional conflict handling skills
• Able to priorities
• Excellent analytical and problem-solving skills
• Ability to work in teams of multicultural nature
• Customer and quality focus
• Ready for continuous learning and improvement
• Fluent spoken and written English language skills are required
• Spoken and written German language skills are preferred

MEET YOUR TEAM

As SAP Mission Control Center, we protect, prevent and accelerate to maximize customer success. Taking the lead to resolve problems when something goes wrong is all in a day’s work for the SAP Mission Control Center.
We are a global organization delivering 24/7 support for over 400,000 SAP customers every day of the year. The SAP Mission Control Center helps to protect implementation or upgrade projects and operations, prevent and mitigate risks and accelerate both the adoption of SAP software and return on investment for our customers. With a deployment-agnostic, end-to-end hybrid support portfolio, we ensure a harmonized and transparent on-premise and cloud adoption experience.
Critical Incident Management (CIM) provides a globally accessible escalation point into SAP Support for escalating existing customer incidents. This ensures visibility to the customer and internal stakeholders about any associated action plans to resolve the issue. One of the key objectives of CIM is to achieve a lean process and organization and reduce redundancy and duplicated work in incident solving process.
The main goal of Critical Incident Management is to react quickly or even prevent critical situations for our customers, which might otherwise impact their major business, and we are looking for candidates who strive to make the world run better.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

• Coordinate / prioritize processing of critical customer cases
• Mitigate the risk of occurrence of a serious business critical situation on customer side
• Analysis & monitoring of critical customer situations
• Support customers in critical situations in order, to achieve clear understanding and transparency between both parties, by having a universal model of escalation handling across the regions
• Recognize critical escalations and involve other MCC teams
• Professional, proactive communication with SAP customers & colleagues
• Attend at e-Learning lessons, remote learning sessions, classroom trainings and coaching
• Creating internal/external content for our knowledge base