SAP NS2 Cloud Support Triage Manager (BTP and SAC)

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. 

SAP NS2 Cloud Support Triage Manager (BTP and SAC) - Virtual

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 of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer SAP solutions with specialized levels of security and support to meet the requirements of 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 sponsorships for this role.  

The Triage Manager job track is aligned to those seeking to leverage their interpersonal skills to lead the people in their organization in solving software related challenges for customers. The primary responsibilities of this role are to provide core customer support including providing resolution for customers across teams like engineering, operations or integration with other solutions as well as people management and participate in a continuous learning culture. Individuals in this position align frequently with their direct teams and multiple stakeholders to build high-achieving teams and develop amazing talent.

As a Triage manager, you are responsible for supporting the success of all employees within the larger team you are a part by helping to identify appropriate resources for case resolution. You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just-in-time feedback so that employees can reflect on your input immediately.

Responsibilities:

Provide Triage tasks for  Support Service Desk / Engineering Support – validating incoming support cases for proper assignment, as well as, confirming proper investigation has occurred prior to handover to other team members or other teams for continued investigation.
Ensure continuous improvement of innovation and operations within team and work towards actively adopting strategies to improve efficiencies
Ensure KPIs and key metric are meeting and exceeding organizational goals and customer satisfaction

• Manage incoming queue to ensure fulfillment of customers’ SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on cases and delegate queue responsibility on operational and/or strategic level, if required.  Appropriately work with customers, CSMs, operations, engineering and support specialist to resolve customer tickets.
• Validate Information and categorize cases for assignment
• Confirm proper investigation and documentation has occurred prior to handover to other team members or other teams for continued investigation
• Ensures established processes and tools are reviewed regularly for improvement potential and keeps them compliant with relevant standards, such as ISO certifications.
• Align with Product Support management in support of tasks, projects, initiatives and change management activities.
• Track established Customer Support / Engineering metrics, such as schedule adherence and customer satisfaction goals, and ensure goals are achieved
• Advise and coach team members on how to address complex customer requests
• Responsible for follow-up activities with external customers regarding quality concerns and escalations
• Use information from quality monitoring to provide feedback to team members
• Manage assigned projects and tasks that help to improve the quality of the customer support organization
• Develop strong working relationships with cross-functional teams across the SAP gro