John Taylor Email & Phone Number

Atlanta Metropolitan Area

Alpharetta, Georgia, United States

▪ Global lead for the User Experience (UX) Technologies Product Area – products: SAPUI5, Fiori Launchpad, S/4HANA Application Extensibility Services, SAP Gateway, Smart Business, My Inbox, Task Center, Web Assistant▪ Single point of contact between engineering and product area including overall supportability of the product and readiness of new releases.▪ Technical escalation point and mentor to support engineers▪ Champion Knowledge Centered Support as a process for efficient issue resolution▪ Assure support readiness of products to provide reactive and proactive support to customers and partners through management and coordination of releases▪ Primary escalation point for critical issues across Product Area, responsible for coordination between global teams to assure efficient resolution▪ Monitor long running issues for Product Area to reduce escalations, minimize long running issues and reduce average resolution time▪ Work with product teams globally, driving continuous improvement in key Support metrics▪ Coordination with other Product Area Leads on related products to assure high Customer Satisfaction ratings, resolve training and knowledge gaps, backlog reduction and aligning headcount▪ Support local managers in creation of and support of development and training plans for engineers▪ Facilitate and drive regular meetings with Engineering teams, identify risks and address trends in escalated incidents that require Engineering participation

Alpharetta, Georgia, United States

Responsibilities include:▪ Product troubleshooting at the source code level, handle difficult or stalled issues by debugging and locating code\setup\network issues where not reproducible.▪ Document and interface with sustaining development engineers on product issues.▪ Educate customers\partners on API usage and troubleshoot customer\partner API usage problems.▪ Author KnowledgeBase articles and White Papers

Responsibilities include:▪ Designing specifications for, programming, maintenance and documentation of business applications, utilizing PowerBuilder, SQL, HTML and ASP▪ Maintenance of POS transaction and SQL server; coding and maintenance of associated scripts▪ Testing, administration, and support of POS application and related hardware▪ Technical support and trouble shooting of software and hardware; creating user’s guides for software