SAP SE
SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure)
SAP SE, Herndon, Virginia, United States, 22070
SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure)
We help the world run better
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.
What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure) – Remote
SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary providing SAP solutions with specialized security and support to meet U.S. national security and critical infrastructure customers.
This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorship for this role. Must be able to obtain and maintain a security clearance.
This position requires up to 80% travel.
All internals must have manager’s approval to transfer.
POSITION DESCRIPTION
SAP National Security Services (SAP NS2) is seeking a Technical Quality Manager / Support Engineer. The TQM will be a member of the NS2 Service and Support MaxSecure Delivery team, responsible for Premium Engagements delivery execution contributing to the revenue and growth initiatives of NS2 support as it relates to the delivery of MaxSecure engagements, support services and associated support contracts (SPSLE/SES).
The TQM will be directly engaged in the delivery of MaxSecure contract components, in collaboration with customers, the SAP AGS COE, BackOffice, NS2 COE, NS2 BackOffice, SAP Consulting, and SAP Active Global Support.
EXPECTATIONS AND TASKS
Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
Management of complex customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES)
Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery
Directly advisors the Customer on solution operations to support business continuity
Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer
Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC)
Identifies strategic opportunities for developing the Premium Engagement
Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required
Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement
Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox
Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer
Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship
Identifies risks to avoid harm to customer’s business
Directly advises the customer to provide guidance and to be regarded as trusted advisor
Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer
Must be able to travel up to 80% or as needed per the customer
WORK EXPERIENCE
Requires 5+ years of work experience in business software implementation consulting and/or support.
Requires 5+ years of work experience managing or delivering SAP engineering, maintenance, or maintenance related services
Demonstrated experience in expert level customer facing communication and presentation skills
Demonstrated experience in moving on-premise software to cloud, cloud migrations, IAAS, PAAS, and/or SAAS solutions.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degree
SAP AGS certifications or delivery experience as a TQM (Preferred)Evidence of strong experience with Basis
Prior experience in ERP software implementation (Required)Prior experience in software services sales, contract management and/or negotiations preferred
Strong knowledge of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded.
Strong Verbal and Written Communication
Ability to Build trusted relationships with key Customer stakeholders
Ability to manage own work with minimal supervision
Ability to orchestrate and collaborate across multiple domains and efforts
Ability to understand customer’s business model
Ability to measure and communicate business values
Required
S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Bluefield)
Data Center Migration (On-Premise-to-Cloud or Hybrid Models)
System landscape models and Technical Architecture
Transformation and/or Migration Experience (On-Premise –to- Cloud)
Integration and Extensibility (Business Technology Platform)
Cyber and Information security
Must be able to obtain and maintain a security clearance
Must be able to travel up to 80%, depending on customer needs
Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. …
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender, protected veteran status or disability.
Compensation Range Transparency
SAP believes the value of pay transparency …
Requisition ID: 438674 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 80% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Nearest Major Market: Washington DC
#J-18808-Ljbffr
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong.
What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
SAP NS2 Technical Quality Manager / Support Engineer (MaxSecure) – Remote
SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary providing SAP solutions with specialized security and support to meet U.S. national security and critical infrastructure customers.
This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsorship for this role. Must be able to obtain and maintain a security clearance.
This position requires up to 80% travel.
All internals must have manager’s approval to transfer.
POSITION DESCRIPTION
SAP National Security Services (SAP NS2) is seeking a Technical Quality Manager / Support Engineer. The TQM will be a member of the NS2 Service and Support MaxSecure Delivery team, responsible for Premium Engagements delivery execution contributing to the revenue and growth initiatives of NS2 support as it relates to the delivery of MaxSecure engagements, support services and associated support contracts (SPSLE/SES).
The TQM will be directly engaged in the delivery of MaxSecure contract components, in collaboration with customers, the SAP AGS COE, BackOffice, NS2 COE, NS2 BackOffice, SAP Consulting, and SAP Active Global Support.
EXPECTATIONS AND TASKS
Act as a trusted advisor in safeguarding and optimizing the adoption and consumption of digital innovation of SAP-centric solutions at Customer
Management of complex customer relationships and PE engagement(s) on assigned account(s) within Federal, Department of Defense, State, Local, Education, Healthcare (SLED) public and/or private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES)
Gathers insights about the customer’s business and roadmap with SAP as a basis for a successful engagement delivery
Directly advisors the Customer on solution operations to support business continuity
Leads Premium Engagement Steering Meeting to align and report SAP’s involvement and activities at the customer
Maintains and updates an accurate view of PE Time Actuals/Revenue forecasting (TQM, Expert Service Days and/or Expert On-Demand Days) on a weekly basis in NS2 financials (ECC)
Identifies strategic opportunities for developing the Premium Engagement
Manages the PE Customer engagement service plan and works with Customer and SAP Center of Expertise (CoE) to plan, schedule, and deliver on committed days/services
Participates and contributes to SAP Virtual Account Team (VAT) meetings to stay informed of Customer environment, opportunities, and issues/challenges
Takes a proactive approach to managing PE engagement plan and services at Customer, and is the primary Point of Contact for managing Customer escalations; during and outside of normal business hours, as required
Works with NS2 Secure Support and the PE Backoffice, including Mission Control Center (MCC) to resolve customer tickets and/or other related incidents identified on the engagement
Prepares and submits weekly status PE status reports to Customer and NS2 PE Shared Mailbox
Drives Engagement Planning to ensure SAP’s involvement in relevant areas and initiatives at the customer
Manages stakeholders on a continuous basis to establish a long-term, trusted customer relationship
Identifies risks to avoid harm to customer’s business
Directly advises the customer to provide guidance and to be regarded as trusted advisor
Ensure quality of outcome reporting to demonstrate the value of the engagement to the customer
Must be able to travel up to 80% or as needed per the customer
WORK EXPERIENCE
Requires 5+ years of work experience in business software implementation consulting and/or support.
Requires 5+ years of work experience managing or delivering SAP engineering, maintenance, or maintenance related services
Demonstrated experience in expert level customer facing communication and presentation skills
Demonstrated experience in moving on-premise software to cloud, cloud migrations, IAAS, PAAS, and/or SAAS solutions.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience. A combination of equivalent work and life experience will be accepted in lieu of degree
SAP AGS certifications or delivery experience as a TQM (Preferred)Evidence of strong experience with Basis
Prior experience in ERP software implementation (Required)Prior experience in software services sales, contract management and/or negotiations preferred
Strong knowledge of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded.
Strong Verbal and Written Communication
Ability to Build trusted relationships with key Customer stakeholders
Ability to manage own work with minimal supervision
Ability to orchestrate and collaborate across multiple domains and efforts
Ability to understand customer’s business model
Ability to measure and communicate business values
Required
S4 and/or SAP ERP Implementation (e.g., Greenfield, Brownfield, Bluefield)
Data Center Migration (On-Premise-to-Cloud or Hybrid Models)
System landscape models and Technical Architecture
Transformation and/or Migration Experience (On-Premise –to- Cloud)
Integration and Extensibility (Business Technology Platform)
Cyber and Information security
Must be able to obtain and maintain a security clearance
Must be able to travel up to 80%, depending on customer needs
Note: The job description is meant to be a guideline. It is not exhaustive, and we will expect the selected candidate to show flexibility and eagerness to undertake varied tasks and projects.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. …
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender, protected veteran status or disability.
Compensation Range Transparency
SAP believes the value of pay transparency …
Requisition ID: 438674 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 80% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Nearest Major Market: Washington DC
#J-18808-Ljbffr