support Engineer cic cloud supportSAP

Requisition ID: 278734
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
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.
Key Tasks
1) Leads CIC Cloud Support Team
Acts a liaison and leads CIC support incident handling team to support the resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
Works with team to perform root cause analysis and provides solutions in complex environments for specific fields/areas
Achieve high level of customer satisfaction of Cloud Support incidents / cases assigned to CIC
Escalate on time and good quality - keep incidents aged days to a minimum
KPI adherence
Should Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training.
Conducts regular checkpoints to CIC cloud support members
Ensures Pulse Methodology adherence by all CIC Cloud Support team members
Reports the team status and updates to CIC Support Manager
2) Knowledge Transfer
Coaching and Mentoring
Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
Delivers presentation, trainings and workshops needed by team
Performs knowledge transfer and onboarding to internal staff and external customers & partners
3) Support Without Incidents
Contributes ideas to help towards the vision of support without incidents
Volunteers to participate in projects aimed at achieving the vision of support without incidents
Carry out new tasks as requested by STM / CIC global operations team to help achieve the vision of support without incidents.
Willingness to fulfill different personas as required by the business
4) Additional Tasks
Leads de-escalation and war rooms (Engage in critical customer situations - e.g.: CSM and CIM escalation, account escalation)
Participates in internal projects driven by internal requirements
Takes initiatives improving team's performance and efficiency
Experience & Language Requirements
Work Experience
Previous experience in Customer Service Environment and Product Support
Strong experience in Escalation Handling, Process Improvement, Documentation, Leading Team(s), Coaching and Mentoring
Deep understanding of mission-critical business processes across customer solutions (hereunder HR processes)
Functional to advanced knowledge in one application/technology area / basic knowledge of at least one other area
Basic to advanced understanding of business processes within one application/technology area
English: Fluent
Education
Degree in Business / IT
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 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: ).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
The key to SAP's success? Our people.
We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.
Driven by innovation? It's in our DNA.
At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.
Got ambitious goals? Achieve them - at SAP.
Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.
There's more to it than coding.
Learn, innovate, and get rewarded. Be your best in a flexible and collaborative environment. The boldness it took to start our company is exactly what we need to keep growing it. That's why we introduced the Hasso Plattner Founders' Award - the highest employee recognition at SAP. It's awarded annually by the CEO to an individual or team whose extraordinary achievement best delivers on SAP's vision and strategy.
Driven by innovation.
SAP has continuously evolved to become a market leader in end-to-end enterprise application software, database, analytics, intelligent technologies, and experience management. Our customers are solving the world's hardest problems. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. Our vision of the future of enterprise IT is simple - software must be hyper-personalized, modular in nature, and support outcome-based business models.
Not all heroes wear capes.
The key to SAP's success? Our people. They are innovators, leaders, and all around great human beings. They come from many different countries, speak many different languages - and bring their own unique to the table.
Support Engineer CIC Cloud Support
Facility: 278734
Posted Date: Jun 4, 2021
Work Area: Consulting and Professional Services
Career Status: Professional
Employment Type: Regular Full Time
Expected Travel: 0 - 10%
Location:
Manila, PH, 1600
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SAP

Manila City, Metro Manila
Permanent
Full-time