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.
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.