Support Engineering Manager For Multi-tenant Cloud Secure SupportThe Support Engineering Manager for Multi-tenant Cloud Secure Support will provide operational leadership and direction to a high performing team of support engineers based in the US. The Support Engineering Manager will partner with peer managers, the Support Engineering Triage Manager, and the SME's, to deliver operational excellence and provide thought leadership for strategic initiatives in the product family. This role supports multi-Tenant SAAS solutions primarily Commerce Cloud; Concur and Digital Manufacturing Cloud knowledge is a plus.Responsibilities:Attract, develop and retain talent through effective Coaching for Engagement, Performance Management, and Career Planning and DevelopmentAccountable and responsible for all tasks and activities of the team, ensuring effective, efficient, and high-quality delivery of End-to-End Support Services to customersDrive the execution of the Multi-tenant Portfolio strategy in close collaboration with peers, Support Readiness Lead and the Product Area LeadsDrive a customer first mindset and ensure adherence to processes through Quality Assurance Analysis of the cases solved by the teamEngage with Customers to turnaround the support experience by being available for ad-hoc callsPartner with the SME's to drive a culture of knowledge sharing and Collaboration through continuous improvement in the proficiency of the team on Knowledge Capture, Reuse and SharingProactively reach out to Customers & Partners where possible, to promote the best practices of engaging with Support ManagementMonitor SLAs for all support channels and all customer facing services provided ensuring readily available support for customersMonitor and drive high levels of customer satisfaction obtained through regular customer surveysManage critical customer escalations and manage stakeholders to ensure timely resolutionPlan and manage team resources ensuring adequate staffing across all customer facing channels and servicesSupport the Leadership team with strategy topics: planning, communication and definition of KPIsManage team performance ensuring delivery excellence across all channels and servicesDrive an innovation mindset and focus on continuous improvement and quality assuranceEnsure compliance for ISOs 9001 and 27001 and success on internal and external auditsDrive a strong people agenda: high levels of employee engagement, NPS and clear focus on talent development and coachingTeam communications: run monthly team meetings, monthly 1:1 meetings, SAP TalksLiaise with internal teams such as Operations, CSM's, Security, as well as SAP Product and Development SupportRequired Attributes:Technical expertise (implementation or support) required in one or more multi-tenant SAAS Solutions including Commerce Cloud (Digital Manufacturing and Concur experience a plus)Experience with Splunk, SAP Cloud Connector, HANA Cloud, Event MeshWorking knowledge of HTML, working knowledge/hands-on experience on SSO and SAML concepts, TCP/IP and SFTP protocolsAwareness about cloud system architecture and SaaS environmentA good understanding of SQL and its troubleshootingResults orientated – ensuring timely design & execution of deliverablesSelf-initiative & strong accountability for business results to customersStrong stakeholder management skills & ability to build trusted partnershipsStrong customer focus when delivering experiencesExcellent relationship building skills in a virtual environmentStrong empathy, integrity, active listening & humility with team and colleaguesDemonstrate strong self-confidence and accountability for end-to-end resultsStrong attention to detail while being able to think big pictureAble to challenge the status quo & view change as an opportunityHigh level of self-organization to drive topics forward within an agile team contextExcellent communication & interpersonal skillsReceptive to feedback & continuously improves through personal developmentCritical thinking & ability to pre-empt potential escalations as requiredStrong understanding of infrastructure-related topicsExperience with end-to-end processes and the management of underlying tooling infrastructureEducation and Qualifications:University degree in computer science, business administration, or similar qualificationsPeople Management / leadership skillsExcellent customer focus and stakeholder management skills (internal and external)Flexibility / proven ability to work under pressureStrong personality and good communications skillsProven abilities in managing escalations (internal and external)Sound knowledge of Product Support processes and all service and support offeringsDeep and wide technical knowledge will be an added advantage