Senior Mission Control Center (MCC) Engineer - De-Escalation Architect (m/f/d)

at  SAP

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.

As a De-Escalation Architect you will be the key SAP expert responsible for resolving critical customer production situations in SAP Cloud Technologies.

• Solve critical situations and bring the customers back working in the shortest time by providing a solution, business workaround or deliver an action plan for issue resolution.
• Evaluate de-escalation strategies devised by different support groups within SAP.
• Orchestration of top issue resolution with all involved stakeholders across SAP.
• Root cause analysis and devise technical action plan to address customer situations in SAP Cloud Technologies.
• For any cloud operation business down situation, you will guide the customer/partner/SAP operations teams to bring the operations back up.
• Analyse performance problems for SAP Cloud Technology applications and give remediation steps to the customer.
• Serve as a mentor and give guidance to colleagues and new hires.