What was your best moment working at SAP
In 2012 after a reorganization, I moved from SAP Business by Design team to Business Suite CRM development team. After two years’ work, I think I am already a CRM technical expert. In year 2014, there is a call-for-volunteers within SAP to find a qualified Dev Angel from CRM development team for a Russian customer to ensure the smooth go-live of their project.
I consider it a very good opportunity to measure my CRM expertise and my soft skills such as how to work under pressure, complexity handling etc, then I applied this role.
As soon as the project starts, I immediately realized how challenging the project is. When I am working in CRM development team as a developer, my sole task is to program and deliver a small part of new feature with high quality, it’s enough for me to only familar with the very limited knowledge of the domain I am responsible for. But when I work as a Dev Angel for a CRM project, I need to have a big picture of the whole SAP CRM in my mind: CRM building blocks, how they interact with each others, their priorities in customer project etc.
As the project implementation goes by, there are a flood of coming incidents. At that time I treat myself as a “technical guy”, so whenever new incident comes, I consider it the opportunity to upgrade my issue-resolving and technical skills. So I spend lots of time to debug each incident to find root cause, or even deliver issue correction by myself. Later I find this is not a sustainable way - it’s impossible for me to resolve all issues considering tight project schedule, even suppose I work over time every day.
I feel very challenged and talked to my manager. He coached me that it’s not Dev Angel’s responsibility to resolve all issues by themselves. Instead, Dev Angel must leverage all available internal resources at hand to ensure the project carry on. Besides solid technical background and understanding of SAP product, the soft skill like communication and coordination is more essential.
So I change my working style. For each reported incident, I quickly go through the issue description and dispatched to responsible dev team and monitor their resolving progress. For achitecture issue and performance issue, I keep in touch with global experts and listen to their advice. With all those strong support behind the scene, everything is under control and finally the project goes live as expected. The success of this project owe to the great teamwork.
The most excited moment is the time when I recived the phone call of the project manager and heard his appreciation to me for my work to ensure project go live. At that time I felt all my hard time during that half a year is really worthy. One year later when the customer project comes to the second phase to switch on more CRM features, they come to me again to ask for my support. After confirmation from my manager, I return to the project again for short term support. I still remember the first sentence of email they sent to me:
"We have one bad news and one good news.
bad news is we are in a difficult situation now.
good news is we have Jerry back. "
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