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Critical Case Manager - SAP Galway

Employer
Manpower
Location
Galway (County), Connacht (IE)
Salary
€25-27K per year
Closing date
28 Feb 2018

PURPOSE AND OBJECTIVES

As a key part of SAP Digital Business Services (DBS), one goal of Mission Control Center (MCC) Cloud Deployment Support is to manage critical customer situations for Cloud solutions from a critical exception mode back into a “business as usual”.

EXPECTATIONS AND TASKS

As a Critical Case Manager (CCM) you will be responsible handling such critical situations of Cloud customers, representing SAP as a company and its interests. Your main tasks will include: 

  • Evaluation and de-escalation of critical customer situations including production down (P1) to derive appropriate action plans and orchestration of issue resolution with all involved stakeholders, inside and outside of DBS and SAP.
  • Contributing to 24 by 7 support, delivering Cloud expertise, where occasional working on weekend and/or within a shift model will be part of your role (in rotation).
  • Assessment and monitoring of critical implementation projects identifying areas for early intervention and potentially leading a task force for onsite or remote assessments and resolution of showstoppers.
  • Securing commitment of all the necessary organizations and levels within SAP and monitoring the progress and effectiveness of the issue resolution to avoid further escalation and to enable the customer’s business to run smoothly again.
  • Re-active and Pro-active customer support and close collaboration with all Cloud LoBs on solutioning, service planning and delivery guides.
  • Professional oral and written high-quality communication to internal & external key stakeholders and executives.
  •  

 SKILLS AND COMPETENCIES

  • Strong communication & conflict management skills
  • Ability to analyze problems to make fast and reliable decisions within strict deadlines
  • Strong interpersonal skills and the ability to work virtually across the globe and customers on all levels of their organization
  • High level of flexibility & availability required which will include working on weekends and within a shift model.
  • General knowledge / understanding of SAPs Cloud solutions (SuccessFactors, S/4 HANA Cloud, SAP Cloud Platform etc.) is a plus
  • Clear, constructive and supportive style of communication with proven excellence in adapting to audience, including verbal and written C-level management reporting including customers.
  • Fluent in English is a must, knowledge of German language would be beneficial.

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