Diagnostic Triage Manager for SuccessFactors Cloud Engineering (Temporary contract)
SAP
Vimercate, IT
5 gg fa

Requisition ID : 286625

Work Area : Software-User Experience

Expected Travel : 0 - 10%

Career Status : Graduate

Employment Type : Limited Part 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.

ABOUT THE ROLE AND THE TEAM

You enjoy coordinating topics and activities? You like to be engaged in discussions and enjoy interacting and collaborating with other people?

You have a strong technical background and understanding of modern software applications and tools? If you can answer these questions with Yes then we are looking for you!

We are hiring a diagnostic triage manager (DTM) who is responsible to support the development teams in solving customer tickets.

Ultimately your goal is to ensure only real bugs are forwarded to the Scrum teams for processing. For this, the triage manager is the primary contact between customer support and our engineering teams.

The work will be focused on European customers with special contracts for having Personal Data not shared outside the European soil.

For this reason, one of the main tasks will be to check and remove any Personal Data from documentation provided by support colleagues.

Also, it will be to help the engineering team outside of Europe to understand and replicate the incident in case of need.

It is a key role in ensuring long-term customer success. You will become part of a global virtual team with other triage managers already working in the US and India and mostly supporting teams in Europe.

Within our team, we practice a trust-based working model. Everybody in the team enjoys a high level of flexibility and self-empowerment.

We offer a dynamic, international environment, with opportunities for continuous learning and career development. No matter what your background is, we will support you along the way for a smooth start.

EXPECTATIONS AND TASKS

  • You review incoming customer queries and work, based on the priority, on cleaning and processing them.
  • You help prioritize defects for engineering based on impact to the customers and SLAs.
  • You will be the point of contact for tickets from customer with EU Access contract making possible the resolution of the ticket without sharing personal data to colleagues outside of Europe
  • You will act as man in the middle for developers for EU Access related topic, including making queries and analyzing logs without sharing personal data
  • EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

    Required

  • Bachelor’s degree
  • Excellent communication skills - illustrating proficiency in both verbal and written communications. English is a must.
  • Demonstrate great analytical and problem-solving expertise.
  • Willingness to commit additional time / effort during periods of heavy workload, in order to ensure customer success.
  • Great time- and self-management skills : ability to prioritize tasks and work in a very fast paced, time sensitive environment
  • Enthusiasm, strong work ethic and a positive attitude.
  • WORK EXPERIENCE

    0-2 years of direct related work experience in support, including handling incidents for customer software, with solid understanding of business processes ideally including the SFSF product suite would be an advantage.

    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 : Careers.

    NorthAmerica sap.com or Careers.LatinAmerica sap.com , APJ : Careers.APJ sap.com , EMEA : Careers sap.com ).

    Successful candidates might be required to undergo a background verification with an external vendor.

    Additional Locations :

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