Purpose and Objective of Job:
SAP Egypt CoE, seeks a Support Engineer responsible to understand and proceed on the new business models and operational challenges of Premium Engagement & Enterprise Support Customers.
Expectations and tasks of the job:
Provide necessary methodology and content to drive the innovation agenda with continual redefining of requirements and industry business models. Deliver innovations engage pro-actively with Premium Engagement and Enterprise Support customers using a holistic approach to analyze, understand and define action plans for customer s situation. Support customers in increasing the value they get out of their SAP Solution with reduced Total Cost of Ownership (TCO). Resolve production down situations and escalations. Ensure customer satisfaction and success, secure maintenance revenue and protect the SAP brand. Deliver in an efficient way industrialization is a must. Build supportability features, standardize and automate delivery of content and invent new delivery models.
Main Tasks and Duties:
Identifies top issues in key account engagements
Perform analysis of system landscape and technical issues
Perform analysis of core business processes for all applications
Perform analysis of system and application operation including Performance optimization
Delivery Onsite & Remote services for Premium Engagements , Enterprise Support and Mission Critical Support (escalations & task forces, MCS Backoffice) including Optimization, Assessment, Technical Integration/ Validation, Empowering trainings and workshops and Engineering Services
Actively provides customer feedback to development based on delivery
Ensures that services and documentation are available and up-to-date for the respective area of expertise
Delivers root cause analysis, provides solutions, and delivers services for specific fields / areas
Participates in internal projects driven by internal requirements
Participates in Backoffice and de-escalation support activities
Education and Qualifications/Skills and Competencies:
Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field of study
Exceptional written and spoken communication skills in English and Arabic,
strong presentation skills, ability to think freely and innovatively, strong cultural awareness, respect, diplomacy, and professionalism, and is highly customer service oriented with strong customer management skills
fixable with high change agility
Proven problem-solving skills and strong work ethic are required
Experience must include 1-2 years with at least one of the following Roles:
SAP Basis Administration with HANA experience preferred , SAP ABAP Development , SAP Java development or technical Architectural experience (Technical Planning, performance tuning, troubleshooting); SAP Cloud Platform Integration (Technical Planning, performance tuning, troubleshooting); SAP Process Orchestration/integration (Architecture Planning, Adapter connectivity, B2B communication, Upgrades, performance tuning, trouble shooting).