Critical Incident Support Ariba Network/ Business Network Job In Hybris In Bengaluru / Bangalore, India

We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together 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 fromApply now! What you'll do

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause(s), and issue resolution
• Provide well-thought-out and reliable direction to customers through the lifecycle of their requests, via ongoing and timely phone and email communication.
  
  
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Deliver against customer experience and efficiency targets and drive for the delivery of 'Best in Class' customer support
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
• Report errors and code defects to development organizations collaborate to prioritize fixes and validate solutions
• Participate in de-escalation plans and situation war rooms to resolve critical product issues impacting customers' business operations.
  
  
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Contribute to an industry-leading support experience for end users and customers
• Leverage knowledge-centered documents, tools, and processes to support our customers, and to help colleagues prevent future issues (ex WIKI content, Knowledge Base Articles, Guided Answers, ) Collaboration and Network
• Develop strong working relationships with cross-functional teams within SAP.
  
  
• Utilize state of the art collaboration channels like swarming, communities, etc Continuous Learning
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge Drive SAP Support Strategy
• Get familiar with and act in accordance with SAP Support strategy Deliver Core Customer Support
• Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
  
  
• Have always a clear understanding of the customers business impact based on facts eg number of affected users or loss of money
• Define and formulate clear and comprehensive action plan to ensure an efficient resolution of the business down situation including all required activities and timelines Technical Expertise
• Demonstrate technical or functional skills that includes capabilities such as debugging source code, analyzing traces and log files, or providing guidance on how to restore a database or how to resolve a widespread performance problem

What you bring

• 4-8 years of experience in procurement business processes and transactions such Ariba network/ Business network.
  
  
• Knowledge of Java (or any otehr porgramming language) and basic database skills (SQL/MySQL/ Oracle) to troubleshoot and resolve issues
• Customer-first mindset with the energy and problem-solving skills to address technical challenges and help customers achieve their business and technical objectives
• Passion for solving customer issues and advocating for their success in a fast-paced, highly technical environment
• Love to learn new technologies and take a hands-on approach to developing and enhancing your skill set
• Excellent relationship management and customer service skills, and you communicate with ease in a variety of formats (written, live chat, conference calls, and video calls)
• Demonstrated ability to diagnose technical issues by gathering symptoms, narrowing down causes, and finding creative workarounds.
  
  
• Proven ability to manage multiple tasks or projects with changing priorities You thrive in a fast-paced environment and are able to work cross-culturally

Meet your team

• The Product Support-Procurement team is committed to providing high-quality resolutions to help our customers use, adopt, and maintain their SAP Procurement solutions We are a team of subject matter experts who are obsessed with delighting our customers at every turn To achieve this daily, our team members must possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer experience a measurable ROI.
  
  
• The Solution Support Engineer is an articulate and seasoned technical specialist with strong working knowledge of SAP Procurement solutions who understands and appreciates the challenges organizations face along their journey to and within the cloud You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-paced, culturally diverse environment

#SAPInternalT2 We build breakthroughs togetherSAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves At SAP, we build breakthroughs, together We win with inclusionSAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer We are committed to the values of Equal Employment Opportunity and provide accessibility 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: [HIDDEN TEXT] For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the Specific conditions may apply for roles in Vocational Training EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor Requisition ID: 351624 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid

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Hybris is looking for Any Graduate / Post Graduate profile candidates.