ECS De-Escalation Specialist

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. 

What You'll Do

SAP Enterprise Cloud Services (ECS) Customer Escalation team is part of the ECS Global Customer Engagement organization. This team is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the top strategic SAP ECS (Enterprise Cloud Services) accounts globally. The team focuses on end-to-end customer satisfaction and retention, acts as an official input channel to ECS Delivery for the prioritization of continuous improvement initiatives. ECS Customer Escalation is spread across regions APJ, EMEA/MEE and the US.

You will be working with RISE with SAP customers and act as a De-Escalation Specialist for Critical Incidents in close collaboration with the Mission Control Center (MCC) which is part of Customer Services & Delivery with a 24x7 coverage. The goal is to bring the customer’s core business processes up and running again as soon as possible. Responsible for Critical Customer situations, including the definition of Top Issues and Action Plans, coordinating across different Lines of Business, and reporting back to senior management / stakeholders. Support projects and initiatives around continuous improvement topics for end-to-end customer experience in the Enterprise Cloud Services.

• Owns critical incident/situation, orchestrates and facilitates processing of Very High and Business Down incidents / situations within and outside of ECS.
• Works closely and in coordination with various units of ECS like Cloud Major Incident Manager, Manager-on-Duty and experts from various areas of ECS Delivery.
• Creates and communicates the Action Plan, solution approach, status updates and resolution to the customer.
• Communicates to and aligns with internal stakeholders (e.g., ECS Delivery, MCC, Product Support, Sales, Support & Consulting, Board).
• Support and drive Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations.
• Working in 24*7 team requires also working on the weekends/public holidays, flexibility in working hours.

What You Bring

• Good professional experience in Development, Product Support or Support Environment or Consulting or in similar customer facing role.
• Experience with SAP Enterprise Cloud Services or SAP cloud products, good technical know-how of PaaS, IaaS, SaaS architecture and offering.
• SAP Basis and server management experience.
• Self-learner, good analytical, problem solving, multi-tasking and self-organizing skills.
• Excellent communication and presentation skills in English.
• Spanish communication is plus.
• 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.
   

Meet your Team
SAP Enterprise Cloud Services (ECS) is a business unit in the Customer Services & Delivery board area. ECS supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. Our portfolio of SAP Enterprise Cloud Service (ECS) private cloud offering, and SAP Cloud Application Services (CAS) turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP.

#SAPECSCAREERS

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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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 84,900-185,500 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 419541 | Work Area:Software-Design and Development  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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