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Associate Solution Support Engineer

3 months ago

Bangalore, India SAP Full time

We help the world run better


At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

What you'll do:

1) Incident Solving

  • Owns and manages concurrent SRs in a ticketing system.
  • Provides solutions to technical issues impacting customers business processes and their ability to conduct commerce through SAP Ariba applications.
  • Adheres to KPIs, especially responsiveness SLAs and productivity goals.
  • Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.
  • Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
  • Maintains and build knowledge of product area and deep component expertise.
  • Collaborates with global support engineers across the product area to drive positive customer outcomes.
  • Provides ongoing and timely communication via phone and email to customers regarding the status of their requests. 
  • Provides on-call support during evenings and weekends as required by a rotational schedule.

2) Knowledge Transfer

  • Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.

 

What you bring:

  • College degree preferable in Information Technology/Computer Science area and experience in Support, Software Development, IT, or Quality Assurance
  • Strong analytical skills and able to work independently
  • ABAP debugging
  • SAP ERP (IDOC, RFC)
  • SAP PI (Graphical Mappings, java mappings, Runtime Workbench, NetWeaver Administrator)
  • Web services integration
  • Exposure to APIs
  • XML
  • Knowledge on SD, MM
  • Experience working with an enterprise cloud application
  • Experience working with Spend Management Solutions
  • Experience in a previous technical support or customer service role
  • Experience working with SAP Ariba and Integration/CIG knowledge

 

Meet your team:

The SAP Ariba Cloud Integration Gateway is a self-service gateway that allows suppliers to configure and integrate to Ariba Network and transact with buyers seamlessly. Our team helps customers to better collaborate with their with trading partners.

#SolutionSupportT1

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

 

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

 

 

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Applications from disabled individuals are welcome. Applicants must hold a disability certificate, and please specify the type of disability in the resume. ( 歡迎身心障礙障人士投遞履歷、需持有身心障礙手冊 、履歷表請註明是何種類別之身心障礙)

 

Requisition ID: 402172  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.