De-escalation Architect, Enterpise Cloud Services, Tempe

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PURPOSE AND OBJECTIVES

The SAP Enterprise Cloud Services (ECS) 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. Enterprise Cloud Services includes the SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS) solutions and spearheads the entire cloud experience of the SAP cloud portfolio. Within ECS, the ECS Customer Office is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the top strategic HEC (HANA Enterprise Cloud) accounts globally. The ECS Customer Office focuses on end-to-end customer satisfaction and retention, as well as on continuous improvement initiatives.

We are looking for a De-escalation Architect (f/m/d) to support our team for the Americas region with the following responsibilities:

· Own and Support Critical Customer Management to de-escalate customer situations by tracking top issues and action plans

· Communicate and collaborate with internal stakeholders (e.g. HEC Delivery, Sales, DBS Support & Consulting, Board)

· Communicate agreed Action Plan, solution approach, status and resolution to the customer

· Support Continuous Improvement for all related processes (HEC Delivery Management, Incident, Problem & Change Management etc.)

· Lead and/or participate in projects to leverage product and findings at customer sites

EXPECTATIONS AND TASKS

· Owns 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 ECS Delivery and Digital Business Services

· Communicates the Action Plan, solution approach, status and resolution to the customer

· Communicates to and aligns with internal stakeholders (e.g. ECS Delivery, Sales, DBS Support & Consulting, Board)

· Support Critical Customer Management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities.

· Support Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations

EXPERIENCE

· 2+ years professional experience in Development, Product Management or Consulting or in a related field

· Excellent team player, with passionate, self-motivated and pro-active working style

· Proven track record in managing client / customer engagements

· Very good technical understanding of Service-oriented offerings and architectural layers

· Excellent communication and presentation skills in English – verbal and written

· Strong analytical and problem-solving skills

· Ownership of tasks and processes, set clear goals and follow-up on results

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

· Good technical understanding of IaaS offerings and architectural layers would be beneficial

· Experience working across Board Areas, LoBs and organizational boundaries would be beneficial

· Experience with SAP HANA Enterprise Cloud or SAP cloud products would be beneficial

· Perspective on current Cloud Hosting trends and their impact on business strategies would be beneficial

#SAPECSCareers 

#LI-HYBRID

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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 $117,300-$246,400 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: 408338 | 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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