Team Lead

Work Description As a people manager, you are responsible for supporting the success of not only your direct reports, but the success of all employees within the larger team you are a part by helping to identify development opportunities and supporting team members to achieve their goals.
You are expected to know about the members of your extended team and share insights with your peer managers. Look for opportunities to coach and recognize employees directly and provide just in time feedback so that employees can reflect on your input immediately. Keep your word by executing on commitments made to ourselves and others. SAP competencies are:Challenge Complexity, Change Agility and Results Driven Ensure achievement of both team KPIs as well as overall PS KPIs Balance queue and incident management with training and development opportunities for your staff Ensure compliance on all mandatory SAP and PS processes and training Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members Provide clear and timely feedback to your employees regarding their performance and development Responsible for managing a team of engineers providing enterprise support to customers of SAP Answer escalated emails and phone calls, assess customers technical issues Motivating engineers through effective management, career development & implementation of reporting mechanisms Mentor and assist new hires Analyze various reports including process dashboards & team performance reports. (If needed help in the assimilation of the data) Manage attendance & attrition Managing periodic shift level projects / initiatives Agree and set clear and timely goals for your direct reports and regularly tracking their progress toward their targets in their individual KRAs Responsible for all aspects of team management including job profiling, coaching, personal development and all HR management Required to work in any shift time based on the business needs. Essential qualifications Relevant Degree in management or a technical stream Proven experience handling global customers in a fast moving support environment Good analytical and problem solving ability and understanding of performance metrics Is proactive, responsive and focused on discovering, anticipating and meeting customers needs Adapts positively to change and is self motivated Ability to win the trust and respect of the co workers Ability to work independently as well as part of a team Strong interpersonal, leadership, communication, presentation and organizational skills Excellent communication, verbal and written skills and open to work in US based shifts. Must be in a Team Leader role for minimum 3 years and managing a team of 10 to 15 at least in a Technical Support environment