Technical Engagement Manager for HEC, HCP and SaaS

Ref-Code: DE-60434691-EN-15-001
Work area: Customer Service and Support
Expected travel: 0% - 20%
Career status:
Employment type: Regular Full Time
COMPANY DESCRIPTION
SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you get your chance to put your ideas into action with maximum impact.The Cloud Infrastructure & Delivery organization (CID) is enabling SAP to become THE enterprise cloud company by providing cloud infrastructure and operational support for services SAP is providing using Cloud-Models (IaaS, PaaS, SaaS) on a global scale.

For our Cloud Platform Services team within CID Infrastructure Services we are looking for additional support of our cloud brokerage and solution management team. Cloud Platform Services is responsible for providing highly scalable and secure / compliant cloud infrastructure and automation services (leveraging technologies such as VMware, OpenStack, Amazon, Chef, support for various Operating Systems and required management tools/processes) to all lines of business across SAP, from development to production.

Technical Engagement Manager is in place for larger services for one LoB or when one LoB consumes a bunch of different services from IT in one a specific usecase which are connected/dependent on each other. While we are running SAP's cloud platforms, we are as well chartered to continuously drive their evolution of SAPs cloud stack by incorporating technology innovation, simplification as well as consolidation of the various solutions available at SAP and new ones coming in by Mergers & Acquisitions on a technical level as well as from a service perspective.
EXPECTATIONS AND TASKS
- Central Point of Contact for LoB including coordination and priorization responsibility
- Work as part of a virtual team and drive topics from an operations point
- Ensure cross collaboration in IT/with other operations teams for this customer/project, acts as caretaker around the customers' situation and demands
- Knows everything which affects or concerns the services consumed by the customer
- Coordinates and brokers Compute -, Storage -, Network -, Architecture experts across services
- Reporting of SLAs, finance and infrastructure to upper management, customer and internally
- Change, Incident, Problem, Escalation and Capacity management
- Drive continuous improvement & enhancements
- Support financial calculation and investment planning
- Escalates emerging customer dissatisfaction immediately to Management & Business Engagement Manager and aligns to tackle the problem
- Set requirements for the development of the affected services in alignment with other strategies / requirements
WORK EXPERIENCE
3-5 years professional experience, out of which minimum 3 years in similar position
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Required skills
- Deep knowledge in automation, virtualization and infrastructure
- Experience working in large-scale datacenter/cloud/network environments
- University degree or similar education in Software Engineering, Computer Science or Business informatics
- Strong record in managing client / customer engagement
- Excellent communication, presentation and analytical skills.
- Ability to work in a distributed, global organization of highly motivated and qualified individuals
- High ambition, drive for and focus on results and execution, Solution oriented working style
- Ability to structure topics, multi-task and work under tight deadlines
- Strong networking skills at all levels, including written and verbal English and German
- Team player Preferred skills
- Knowledge of ITIL V3 will be highly beneficial
- Project Management skills and experience
- In-depth technical and business expertise with regards to virtual infrastructure including VMware/OpenStack/XEN/ various Storage & Network technolgies and other virtualization products to support SAP's Cloud offerings