I have been with SAP Ireland since February 2013, working as a Support Engineer in the Centre of Expertise for Mobility. Before joining SAP, I studied IT Management. I find working at SAP Ireland to be a tremendously exciting place to work. I work with our top mobility customers and projects on a daily basis, and I have already had the opportunity to travel to North America to help support a SAP Mobility customer towards a successful go live with SAPs Mobile Platform.
Dublin is now home to SAP’s sixth Mission Control Center; because of this the office has been transformed into a space that promotes and enables synergy between all teams, local and overseas. Together with our colleagues in the US, Brazil, Mexico, China and Germany; we can provide world-class support to all customers. The MCC helps companies achieve the most effective and efficient SAP implementations, and we offer expert support to customers around implementation projects and customer upgrade cycles. Not only this, we work also with the latest innovations around HANA, cloud and mobile solutions.
The Mission Control Center Dublin was officially launched by a member of the SAP Executive Board Scale, Quality & Support, Gerhard Oswald in October 2013.
While the new MCC has meant that our workspace has been physically changed – the office has been made brighter and more team oriented – our approach to customer support is also being systematically changed – from the traditional session delivery to more of a project support and implementation. From a personal perspective, it is a welcomed change – learning has been made easier; communication is now seamless across all teams; and there has been a new energy injected into the office.
A prime example of how the MCC initiative has brought many teams closer is a recent case where an SAP Max Attention customer had a critical situation with the synchronization of their mobile application running on the SAP Mobile Platform. This customer was based in the US, but had its IT operations located in Italy. The Backoffice engineer assigned to this incident in Dublin instantly realized that he required deeper mobility expertise to support the customer. With the new MCC process, he knew he could reach out directly to the Mobile Deployment Room for help. The case was assigned a technical expert from the Mobile Deployment Room and technical root cause analysis initiated. Mobile experts in the deployment room worked together to identify the solution, together with the customer.
Warm handovers to our counterparts in the US Mobile Deployment Room were conducted every evening, with regular updates from both teams maintained in our internal CRM system. This not only made it easy for the SAP team to analyze the issue, it helped us provide the customer better continued support and updates throughout the issue resolution.
Due to the excellent synergy between both regions and local teams, promoted by the new MCC initiative, a high-profile customer had their system back to full working order and business was back to normal.
In terms of learning, the deployment room has made it easy for me to learn in a fast paced working environment. I have direct access to team leads and technical leads, who are always there to answer any questions I have. Along with this, there is regular knowledge transfers performed between all deployment rooms.
This learning environment helped me specifically when I was asked to go onsite for an escalation. The knowledge I gained during my short time in the Deployment Room, allowed me to settle into the onsite support position with relative ease. I was able to grasp the issues at hand, and was able to understand the RCA processes needed to solve the problems.
The customer had their production system back to full working order. While we did solve the issue, I felt we were also able to empower the customer by sharing the specialized knowledge we have. This knowledge transfer with the customer will enable them to avoid issues in the future.