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SAP DBS HEC - Associate HEC De-Escalation Officer Intern - Shanghai Job

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Date: Jul 17, 2019

City: Shanghai, 31, CN

Company: SAP



Requisition ID: 213275
Work Area: Information Technology
Expected Travel: 0%
Career Status: Student
Employment Type: Intern

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.



The SAP HANA Enterprise Cloud (HEC) organization manages all cloud delivery aspects across all the managed and public cloud offerings at SAP and drives the transformation towards one cloud experience in close collaboration with the respective leaders of sales, services, support and marketing. SAP HANA Enterprise Cloud will spearhead the entire cloud experience of the SAP cloud portfolio.


Within HEC, the Customer Office is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the top 50 strategic HEC accounts globally. The HEC Customer Office will focus on end to end customer satisfaction and retention and act as an official input channel to HEC Delivery for the prioritization of continuous improvement initiatives.


The HEC De-Escalation Officer will act as De-Escalation Architect for Critical Incidents in close collaboration with the Mission Control Center which is part of Digital Business Services with a 24x7 coverage. The goal is to bring the customer’s core business processes up and running again as soon as possible. The HEC De-Escalation Officer also act as HEC Critical Customer Manager responsible for Critical Customer situations, including the definition of Top Issues and Action Plans, coordinating across different Lines of Business (LoB’s) and reporting back to senior management stakeholders.  Last but not least the HEC De-Escalation Officer will support projects and initiatives around continuous improvement topics for end to end customer experience in the Hana Enterprise Cloud and act as an official input channel to HEC Delivery on the same.



  • Existing internal tooling support and enhancement (Based on Excel VBA, C# etc.) for projects, initiatives and daily operation with quick learning on the business requirement for HEC Customer Office
  • Potentially shadow with HEC De-Escalation Officer in critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with input of the Cloud Major Incident Manager (MIM), Manager on Duty (MoD) & experts from various areas of HEC Delivery and Digital Business Services



  • Bachelor degree or above (undergraduate) in major of Computer science, Software engineering, and IT related, with recent hands on experience on development projects.
  • Familiar with Microsoft Excel and other office products. Experience with HTML DoM. Javascript and XML is a big plus
  • 2020 fresh graduate, can work minimum 3 days a week for 6 months
  • Be able to communicate in English.
  • Detail-oriented, excellent analytical skills and effective problem solving skills.
  • Strong and convincing personality for interaction with customers and internal stakeholders
  • A real team player with initiative and 'can do' attitude who learns and adapts quickly in an international environment.
  • Being able to work under pressure, in critical situations and under tight deadlines.
  • Enjoying working in a diverse cultural environment; open minded and culturally sensitive.


职位名称:Associate HEC De-Escalation Officer Intern – Shanghai

部门:SAP HANA Enterprise Cloud (HEC) Customer Office




HEC Customer Office是SAP HEC部门的重要成员,负责协助客户处理紧急的需求并且负责客户管理工作。同时,Customer Office还为HEC全球的战略客户提供预防性的指导意见和建议。Customer Office以用户满意作为工作目标。Customer Office的同事日常工作包括与Mission Control Center一起紧密合作,处理用户宕机或业务中断等紧急情况,这项工作的首要目的是帮助用户第一时间恢复业务系统的正常使用。



  • 针对不断变化的业务需求和日常需要,参与内部项目对已有工具进行增强和维护(基于Excel VBA,C#等开发)。
  • 能够作为助理协同其他同事处理客户宕机等重大业务中断情况,与Major Incident Manager一起整理并提供全面的行动计划。
  • 支持其他同事整理并向管理层提供客户的状态报告。



  • 计算机或相关专业大四或研二年级在校学生,能够一周实习三天或以上,实习期半年或以上。
  • 熟悉Excel及办公软件使用。HTML DoM、Javascript、XML经验更佳。
  • 优秀的英语听说读写能力。
  • 具备良好的学习与沟通能力,优秀的团队合作精神。
  • 能够在压力下工作并且应对不同的工作情况。
  • 能够与来自不同国家与文化背景的同事协同工作。



Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: or, APJ:, EMEA:

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