Gary Chen

Experience

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  SAP AGS

  Dec 2007 - Aug 2015

  Responsibilities:- As Senior support engineer, act as service team lead and member to support SAP HCM customer in China and APJ, eg BHP. Sinopec, Korail, Infosys and Transfield. Ability to perform analysis on complicated technical and application related issues.- As the Team Lead role of HCM team in APJ, responsible for 5 team members located in both Shanghai and Beijing. The team development for HCM service delivery in APJ and skill sets build up is the main responsibility. - Acts as regional owner of HCM Deployment Room to work closely with SAP development, engagement team to scale out the deployment of HCM Best Practice especially in China. Show less Responsibilities:- Joined in 2007.12 as an associate engineer, and fast promoted to a engineer in 2009.03- Focus on SAP Netweaver Java technology with experience in services of assessment,performance tuning, load test monitoring, go live support, workshops etc., and work closely with customer and has onsite and remote support experience in EMEA, US, LA and APJ.- Work in SAP back-office as De-Escalation Architect to handle critical customer cases and conduct root-cause-analysis to propose solution in the shortest time Show less

  • Senior Support Engineer, Team Manager

    Jun 2014 - Aug 2015

  • Senior Support Engineer, Team Lead

    Jan 2012 - Jun 2014

  • Support Engineer

    Dec 2007 - Dec 2011
• 

  SAP

  Sept 2015 - now

  Lead a team with 15 support engineers located in China, Australia and Japan with expertise diversity to support the escalation management for SAP Enterprise Cloud Service, which includes: - 24x7 coverage as De-Escalation Architect to lead the de-escalation upon business down - Support the critical and complex customer situation coordinating with the engagement and delivery team to ensure a structured and managed escalation - Driver continuous improvement and customer experience with the lesson learnt throughout key escalations In addition, I’m also owning the global critical customer transparency program which delivers weekly red customer briefings to senior executives with an aligned approach. Show less

  • SuccessFactors Support Team Manager

    Sept 2022 - now

  • Head of ECS Customer Office De-Escalation APJ & Greater China

    Mar 2018 - now

  • Lead of Global Cloud Success Center (GCSC) APJ

    Sept 2016 - Mar 2018

  • Senior Support Engineer, Cloud De-Escalation Architect

    Sept 2015 - Sept 2016