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.

In SAP Mission Control Center (SAP MCC), we act as a Guardian for our customers in critical situations by resolving or mitigating issues that are blocking or hindering their daily business. From our Preventive Support portfolio, we deliver offerings such as Critical Period Coverage (CPC) to actively safeguard customer situations and prevent them from becoming critical.

As a member of our Critical Customer Management (CCM) team in EMEA, you will contribute to our purpose and objectives by mitigating issues and coordinating critical situations that impact implementation, upgrade, or transformation projects at our customers – based on the SAP solution expertise you bring to the table.

You will also directly contribute to the SAP MCC Solution Hub where, for example, valuable Lessons Learned content is serves as input for a continuous Feedback Loop with the SAP operations and engineering teams.

You will be part of a team of like-minded experts, and we will provide a friendly mentor plus shadowing opportunities to help you settle in. You will also take courses that are part of our core curriculum to get you up to speed.

SAP MCC is a great place to be if you agree that keeping our customers happy and safe is one of the most important jobs ever! We rely on great teamwork and watch out for each other – working together for the benefit our customers.

Expectations and Tasks:

• Deliver exceptional customer support in the SAP solution area as per our portfolio, which is structured into three parts:
• Protect: Support fast and efficient resolution of complex business-critical customer situations to return to stable business operations as quickly as possible.
  Prevent: Speed up product adoption to continuously improve customer experience.
  Improve: Orchestrate end-to-end integration to reduce complexity and ensure customer success.
• Contribute to our Central Control Team, evaluating internal support requests for our Lines of Business and Front office Teams.
• Work with internal and external stakeholders, for example, Lines of Business, customers, or partners and keep everyone updated by providing regular status reports.
• Get involved in knowledge and information exchange within in our internal community.
• Continue to learn and refine your expertise and extend your network.

Qualifications, Skills, and Competencies:

• You have a good technical understanding of SAP Solutions including application architecture and integration scenarios.
• You are experienced with methods and tools for technical troubleshooting and software support as well as End-to-End Root Cause Analysis
• You have to the ability to analyze complex problems related to technology and business processes.
• You can translate technical issues and their business impact into relevant communication for internal and external stakeholders.
• You are trustworthy, dependable, and deliver on your commitments.
• You demonstrate empathy in listening to our customers
• Your communication and presentation skills are excellent (up to senior management level).
• You are fluent in English - both spoken and written. Other additional language is a plus

Work Experience:

• A minimum of seven years of working experience with SAP Solutions
• Practical experience in a customer-facing or support role
• Experience in implementation projects especially for Cloud solutions
• Proven track record of delivering results under pressure, working independently, and taking ownership of assigned tasks (pro-active driver, results-oriented, driver of simplicity, pragmatic)
• Any experience with other Cloud-based or on-premise applications and hybrid landscape deployments is another 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 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: 396495  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.