Escalation Lead -SAP ECS Global Customer Engagement

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Job Title

Escalation Lead -SAP ECS Global Customer Engagement

What you'll do

SAP is modernizing the internal IT toolchain for providing Private Cloud Services to their customers. As part of the new toolchain several new internal applications are being developed to support internal business processes within the Enterprise Cloud Service organization. As part of an integrated E2E process with cross disciplinary dependencies the applications will be essential part of the delivery backbone of SAP Enterprise Cloud Service. As an Escalation lead you become responsible for one of those apps and working in a team with other app owners.

•    Manages and lead escalation cases involving ATLAS Stakeholders and ensure that mitigation plan is implemented. 
•    First point of contact for any escalation related to ATLAS Customer Operation.
•    Focus is to de-escalate the case and align with ATLAS Stakeholders. 
•    Drive War room with Key Stakeholders.
•    Follow up with ATLAS Stakeholders until escalation is closed.
•    Provide regular updates to ECS leadership team on Escalation.
•    Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution
•    Take ownership, drive through escalation channels, ensure escalation/ Incident is recovered. 

What you'll bring

•    An academic degree in informatics, business information technology or comparable professional experience

•    5 to 7 years working experiences as IT Escalation Lead.
•    Worked in IT Support model, managed End to End Escalation
•    Prior experience worked as De-escalation Lead.
•    Understanding of Enterprise Cloud Services business model
•    An open, conceptual thinking and interactive mindset
•    Fluent skills in English language

About the team

SAP is modernizing the internal IT toolchain for providing Private Cloud Services to their customers. As part of the new toolchain several new internal applications are being developed to support internal business processes within the Enterprise Cloud Service organization. As part of an integrated E2E process with cross disciplinary dependencies the applications will be essential part of the delivery backbone of SAP Enterprise Cloud Service. The core applications summarized under working title “Fulfillment 2.0 applications” are supporting the business processes required for IT infrastructure delivery, e.g.:

Sales to Deliver Handover with integration to customer facing tools (data collection, changes)

• Technical build data preparation and planning
• Provisioning orchestration including integrations to customer facing tools (ticketing, handover to customer)
• As an app owner you become responsible for one of those apps and working in a team with other app owners.

#SAPECSCareers #ITT3

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 396377  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.