De-Escalation Architect for Sovereign Cloud

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Brief Description:

You will be responsible for the overall management of critical or escalated situations within the Sovereign Cloud Solution Landscape. The Cloud DEA is responsible for driving critical situations to resolution, and communication action plans and resolution summaries as an after-action activity.

You must have the desire and ability to work independently on complex issues, as well as collaborate efficiently with experts to anticipate issues that impact customer success.

Description:

As a Cloud DEA, you will be responsible for managing critical severity incidents for service disruptions, as well as special Critical Customer Management that impact the successful delivery of solutions to meet customer or project timelines.

You will work closely with Operations and Engineering teams to identify the root cause of critical situations, track defect remediation, draft action plans, and drive these actions to completion, including facilitation solution updates required to resolve issues in future release plan.

What you`ll do:

· Owns critical incident/situation, orchestrates and facilitates processing of critical situations within and outside of Sovereign Cloud T&E.

· Works closely and in coordination with various units of Sovereign Cloud like Technology & Engineering, Delivery & Operations and Portfolio and SAP’s LOB Teams.

· Sets and manages clear expectations by defining concrete objectives, deliverables, risks and action plans

· Communicates the Action Plan, solution approach, status updates and resolution to the Steering Committee (stakeholders, management, customers) regularly.

· Responsible for a proper documentation of the findings and the learnings

· Supports, drives and moderates Root Cause Analyses (RCAs) to elaborate continuous improvements and avoid experienced issues in the future in all affected areas.

· Drives integration of solutions into the developments

· Educating and coaching others to implement procedures in highly technical engineering teams and how to do post mortems

· Design and develop a dashboard with meaningful KPIs to provide an overview on measurable improvements.

· Document root cause, resource alignment and cost for the overall escalation.

What do you bring?

· >5 years of professional experience in Development, Product Support or CSI Support Environment or Consulting or in similar customer facing role.

· Experienced in de-escalation management.

· Experience with SAP Products

· Self-learner, good analytical, problem solving, multi-tasking and self-organizing skills.

· Excellent communication and presentation skills in English.

· Able to use influential language, actively listen and respond appropriately.

· Shows resilience in stressful, high-risk situations.

· Accustomed to working in an international / global virtual matrix organization.

· Customer first mindset, empathy for customers and ability to deal with customers in critical situations (internal customers or external)

Education Requirement:

Bachelor’s Degree in Computer Science, Computer Engineering, Electrical Engineering, Mathematics, MIS, or Software Engineering.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 377525  | Work Area: Software-Development Operations  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.