PURPOSE AND OBJECTIVES:

The Center of Expertise (CoE), a subdivision of SAP Active Global Support, has the goal and mission to ensure optimal performance, availability and smooth operation of SAP software as well as to optimize technical and business processes by delivering services to SAP customers.

As a support engineer, you will analyze IT solutions for our international customers and present the results of your findings and optimization potential to IT managers and executives.

For this task we are looking for passionate and communicative people who enjoy working in a team. In this role, you will experience a variety of challenges and tasks.

SAP Enterprise Portal (SAP EP) unifies enterprise applications, information, and services from SAP and non-SAP sources into one system to support business processes, both within and across company boundaries. SAP Enterprise Portal is a building block of SAP NetWeaver - a total integration and application platform designed to unify and align people, information, and business processes across technologies and organizations.

EXPECTATIONS AND TASKS:

The support engineer provides an holistic understanding of the customer situation including solution landscape, core business processes, interfaces, critical projects and top issues and the corresponding documentation in the SAP Solution Manager

• Establish collaboration of Solution Manager to develop and drive detailed engagement, service plans and action plans to Safeguard customer’s implementation/upgrade projects.
• Identification of technical risks and top issues and definition of the corresponding action plan to manage the top issues.
• Ensure resolution of issues and top issues according to engagement deliverables.
• Establish trusted relationship with customer to drive action plans resulting from AGS engagement with customer.
• Owns the communication relationship between the customer’s organization and SAP
• Active Global Support during the delivery phase .
• Define service plan based on customer’s project plan and top issues including: definition of service scope.
• Drive the execution of action plans by coordinating the involvement of AGS experts onsite and remote resources for service delivery and back-office activity including root cause analysis and proactive escalation of critical situations.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES:

• Bachelor’s university degree, preferably in engineering, information technologies or equivalent
• Excellent customer management skills, ability to manage customer expectations
• Excellent Communication & Presentation skills
• Ability to teamwork & position himself as Trusted Advisor at management level.
• Capability to understand holistically the solutions and problems & manage conflicts.
• Very good Russian and English language skills
• Java programming skills would be an advantage

WORK EXPERIENCE:

• To meet the challenging requirements, you should be a quick learner with strong analytical skills. You should also be creative, open minded and possess the ability to communicates and convince others based on technical facts and details.

Through our SAP Support internal training program and "on-the-job training,” you’ll get the ideal preparation and knowledge you need for a successful start and integration into our team.