Senior Mission Critical Engineer

Requisition ID: 425158
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3-2
Additional Locations:

 

Original Posting Date: 05/27/25

 

Job Title: Senior Mission Critical Engineer
Location: Newtown Square, PA 
Work Model: Hybrid work model

 

Purpose and Objective:  
SAP America, Inc. seeks a Senior Mission Critical Engineer at our Newtown Square, PA location to provide end users and customers with a technology driven, industry-leading support experience. 

 

Expectations and Tasks: 
Create knowledge documents, tools and processes to support the customers, and to help colleagues prevent future issues. Openly share the knowledge on product and supportability improvements opportunities with engineering. Promote and actively support SAP’s Support transformation strategy including the move from reactive to preventive, bi-directional support, and the content driven support experience. Show customer focus and accountability in critical Business Down situations. As De-Escalation Architect, support customer in business down situations in a most efficient way to bring customer's business back to normal operations as soon as possible under high time pressure. Apply troubleshooting and root cause analysis expertise in technical and complex environments with different deployment models (on premise, cloud or hybrid) under high time pressure. Debug source code, analyze traces and log files, or provide guidance on how to restore a database or how to resolve a widespread performance problem. Provide active feedback via Loop into development and operations teams addressing monitoring, tool and process gaps and requirements. Contribute to internal initiatives and projects in Global Technical Backoffice as well as Mission Control Center. 

 

Education and Occupational Experience: 
Bachelor's degree or foreign equivalent in Computer Science, Information Management, Supply Chain Management, Engineering or related field of study and six (6) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Information Management, Supply Chain Management, Engineering or related field of study and four (4) years of experience in the job offered or related occupation.

 

Qualifications/Skills and Competencies Experience: 

Experience must involve four (4) years in the following: 

•    Promote and actively support SAPs Support transformation strategy including the move from reactive to preventive, bi-directional support, and the content driven support experience; 
•    Customer Focus and Accountability in critical Business Down situations;
•    Data integration between ECC and APO using CIF;
•    Plan, architect, analyze, optimize, and safeguard SAP IBP, APO-SNP, PPDS, and GATP solutions;
•    Debug source code, analyze traces and log files, or provide guidance on how to resolve a widespread performance problem; and
•    Perform RCA activities using SAP's tools and methodologies, including STAD Analysis, Transaction Analysis (ST12), and Workload and Performance Analysis (ST03N).

 

Travel: N/A

This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

 

Internal use only: reference code lhrs4262
SAP:SAIL
EX:OUT

 

Compensation Range Transparency: The annual base salary range for this position is $146,078 - $200,200. SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $146,078 - $227,500. The actual amount to be offered to the success