Senior IT Operations Architecture Expert - De-Escalation Lead

 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.

About the Team:

Corporate Processes & Information Technology (CP&IT) is the internal IT department providing efficient IT solutions, technology and operational support to our Lines of Businesses (LoBs) with a strong focus on end user-centricity. CP&IT is delivering business applications, classical on premise and SaaS solutions, hybrid Solutions, mobile apps, web & HANA Cloud Platform-based applications, as well as workplace technology and infrastructure services.

Within CP & IT, the OCC (Operations Control Center) belongs to the IT Operations team and is responsible for 24x7 safeguarding for our mission critical SAP systems and applications. This team is vital and has the full support of key stakeholders in IT as well as in the LoB units on all management levels.

We are looking for an IT Architecture Senior Specialist/Expert with strong communication skills and customer empathy. You will work in an international team in a challenging environment with many exciting topics.

What you’ll do:

• Manage, support and drive de-escalations during major incidents.
• Serve as the single-point-of-contact for all stakeholders during major incidents.
• Drive/moderate discussions between key stakeholders and experts.
• Communication to senior management on an executive level in case of major incidents.
• Drive and support problem management for major incidents.
• Drive continuous improvement of the operational services in terms of process design, tools, operational efficiency, reducing TCO, support quality and customer satisfaction.
• Takes personal initiative to improve processes and develop new approaches to tasks.
• Maintain a healthy LoB relationship within IT Operations.
• Coordinate and lead project safeguarding activities across all involved application and infrastructure teams.

What we expect from you:

• Bachelor’s degree in computer science, Information Technology, or related disciplines.
• 5+ years professional working experience in the IT area.
• Strong experience in working with business in a customer-oriented manner and with proactive service attitude.
• Understanding of business process operations and sound knowledge of the main internal systems at SAP .
• Experience in working with senior management.
• Ability to work in virtual setups and to build networks.
• Excellent verbal and written communication skills.
• Fluent English language skills are mandatory. 
• Technical background in business application and understanding of SAP Solutions or NetWeaver Technology systems is preferred.

​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: 410612  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.