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Global Engineering Triage Manager Job

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Global Engineering Triage Manager Job

Global Engineering Triage Manager Job

Date: Aug 8, 2018

City: San Francisco, CA, US

Company: SAP

Requisition ID: 187466
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time



SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.



The Global Engineering Triage Manager (diagnostic) – DTM in SAP SuccessFactors plays a key role in improving overall business performance, and achieving long-term customer satisfaction and retention.  The global triage managers (senior-level product and process knowledge teams), deliver guidance to the global cloud support and customer success teams and drive cross-departmental partnerships for enhancing the customer experience.

The DTM is the primary liaison from engineering to cloud support aligned by pillar.  The focus is to internally analyze the incoming JIRAs to determine validity and processing. This role also needs to determine if incoming tickets are configuration issues or may potentially require a code change. For non-code related changes, the person should be able to work with the customer support and related teams to provide solutions. The DTM will work closely with cloud support for product defects, coordinate incident handling improvements with support, and improve knowledge sharing and documentation.

The role encompasses proactive communications and updates within SLA, and standardization of best practices.  The DTM drives consistent, scalable and repeatable processes by aiding Customer Success through awareness of supplemental documentation and training, promoting self-service and communication on known issues.  The DTM leads prioritization of issues and works closely with Cloud Nexus.


  • Provide expert-level module/product advisement including options, capabilities, and solution best practices.
  • Drive prioritization of engineering defects based on impact to the customers.
  • Drive delivery of consistent and repeatable processes and solutions.
  • Ensure that developers are working on legitimate defects that are well documented and easily understood
  • Analyzes incoming JIRAs for SLA, quality, and validity (invalids/rejected)
  • Champion the customer experience by advocating for the entire incident life cycle.
  • Provide just-in-time knowledge by educating technical reporters consistently, sufficiently and efficiently.
  • Be a catalyst for change across the organization to improve customer satisfaction – kaizen!
  • Monitor queue reports and manage volume of incoming incidents and identify opportunities for improvement.


  • Typically has 5-8 years of direct related work experience handling incidents for customer software, with solid understanding of business processes and SAP SuccessFactors product suite. Bachelor Degree Required.
  • Strong analytical, organizational and problem-solving aptitude.
  • Outstanding leadership and collaborative capabilities, illustrating proficiency in both verbal and written communications.
  • Willingness to commit the additional time and effort necessary during periods of heavy workload in order to meet SLAs.
  • Strong working knowledge of set(s) of module groupings and their interdependencies.
  • Excellent project and task-management skills and partnership focus.
  • Demonstrated analysis and problem solving expertise.
  • Demonstrated success in transferring knowledge to others (coaching & mentoring).
  • Effectively interacts with all levels of support and engineering.


  • Ability to use Splunk to review server logs
  • Ability to read stack traces.
  • Ability to prioritize tasks and work in a very fast paced, time sensitive environment
  • Troubleshooting skills
  • Critical Thinking



Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
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