De-escalation Specialist

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equisition ID:
Work Area: Software-Design and Development
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Hiring Manager: C. Franklin Cairns
Recruiter Name: Thais Nadim
Additional Locations: *
** Please submit your CV in English. Only CVs in English will proceed in the process.**
**This is a hybrid-work opportunity and will only consider people already based in São Leopoldo/RS. You'll be required to go 3 times a week in SAP's office in São Leopoldo. **
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 R**ISE 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.
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- wns critical incident/situation, orchestrates and facilitates processing of Very High and Business Down incidents/situations within and outside of ECS.W
- orks 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.C
- reates and communicates the Action Plan, solution approach, status updates and resolution to the customer.C
- ommunicates to and aligns with internal stakeholders (e.g., ECS Delivery, MCC, Product Support, Sales, Support & Consulting, Board).S
- upport and drive Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations.W
- orking in 24*7 team requires also working on the weekends/public holidays, flexibility in working hours.
**What do you bring**
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- xcellent communication and presentation skills in English is a must.G
- ood professional experience in Development, Product Support or Support Environment or Consulting or in similar customer facing role.E
- xperience with SAP Enterprise Cloud Services or SAP cloud products, good technical know-how of PaaS, IaaS, SaaS architecture and offering.S
- AP Basis and server management experience.S
- elf-learner, good analytical, problem solving, multi-tasking and self-organizing skills.S
- panish communication is plus.A
- ccustomed to working in an international / global virtual matrix organization.C
- ustomer first mindset, empathy for customers and ability to deal with customers in critical situations.
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**eet your Team**
SAP Enterprise Cloud Services (ECS) is a business unit in the Customer Services & Delivery board area. ECS supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. Our portfolio of SAP Enterprise Cloud Service (ECS) private cloud offering, and SAP Cloud Application Services (CAS) turns SAP products into a solution-as-a-service on customer's preferred infrastructure, including Hyperscalers, as one SAP
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**SAP'S DIVERSITY COMMITMENT**
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.

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