SAP has officially opened its latest regional ‘mission control’ customer service at Citywest in Dublin.
The mission control center will support the regions of North America, Latin America and EMEA. Dublin is the sixth mission control center at SAP, following sites in Brazil, China, Germany, Mexico and the US.
The control center approach consists of three components: the innovation control center and the operations control center, both located at the customer site, and the mission control centre, located remotely at an SAP facility.
The innovation control and operations control centers are connected to dedicated remote mission control center locations managed by experts from support, development and product management. These interdisciplinary teams monitor customer installations in real time, allowing issues to be quickly identified and addressed.
Liam Ryan, managing director, SAP Ireland, said: “This is another great win and vote of confidence in the ability of our Irish operation to play such a significant role in SAP’s global operations. It has been fantastic to witness firsthand the progression and growth of the support model we have established in Ireland and the depth of experience and expertise that we now have in place across our operations in Ireland.”
Mark Dunne, mission control centre Dublin lead, said: “The mission control center in Dublin is staffed on a weekly basis by approximately 50–60 support engineers and customer management representatives from SAP Active Global Support. These resources are allocated to support the Americas and EMEA regions and are taken from the existing resources within SAP SSC Ireland Ltd. Investment continues in Ireland and there remain open positions for support engineers in the Centre of Expertise (CoE) Organisation. The CoE is the primary source of skills for the mission control center and provides technical expertise to resolve critical incidents for SAP customers.”
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