Escalation Officer

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

What you’ll do:

The ECS Escalation Lead will be owning customer-centric & ECS escalations End-to-End. Responsible for making sure the appropriate resources from various technical as well as customer-delivery teams are assigned to an escalation and are efficiently and effectively working together under her/his coordination until the customer situation is de-escalated.

The Role:

• Handle escalations relevant for the customer, region or ECS by strong collaboration with Delivery and various teams in SAP.

• Manage complex and high-stake situations with clear and transparent communication

• Analyse and build strategies to resolve the escalation in hand by following existing processes and resources within ECS

• Continuous and thorough documentation and reporting of progress made towards resolution and report to leadership and stakeholders.

• Understanding the pain points of our customers and translating them into improvement initiatives across our ECS delivery organization.

• Getting involved in customer communication in case customer facing teams require support.

• Driving of internal technical calls and coordinate implementation of safeguarding structures.

• Defining and executing strategic customer initiatives.

• Identifying and implementing pro-active safeguarding measures such as customer engagement reviews for our top accounts.

• Identify and report outliers in the existing processes which is leading to escalation situations and recommend sustainable solutions for long term improvement in Delivery.

• Build strategic partnerships with key decision makers within and outside ECS Delivery.

• Support overall organization in continuous improvement by applying learnings from past escalations to future ones.

• Closely working with business in a customer-oriented manner and with proactive service attitude in a highly motivated, globally distributed team.

• Liaise with key stakeholders within SAP and at customer side to build a trusted relationship to ensure customer success.

What you bring:

• At least 7 years of experience in IT/Cloud Operations or a related field of work, and at least 3 years of active experience in Incident and Escalation Management• Analytical and strategic planning skills to handle complex escalations.

• Extensive knowledge about IT Service Management (ITIL).

• Calm and mediation approach to handle high pressure situation.

• Broad knowledge in fields of infrastructure-, database- and application-operations, and broad knowledge in enterprise cloud operations and delivery

• Willingness and eagerness to learn about and understand new technologies and their impact to overall service delivery.

• Experience in verbal and written communication with Senior Management, potentially up to C-Level; experience with project management tools and software

• Experience in verbal and written customer-facing communication is a plus

• Experience in handling of live technical incidents is a plus.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 441837  | Work Area: Software-Design and Development  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid