Critical Incident Engagement and De-escalation

**What we offer**

**Company Description**

Department: Business Network and Applications (SAP Ariba)

**Job Description Overview**

The primary responsibility of the Critical Incident Engagement and De-escalation Lead is to own and diffuse critical customer situations by leveraging expert level product and technical knowledge coupled with superior communication and customer management skills. The Critical Incident Engagement and De-escalation Lead will represent SAP Ariba as a primary point of contact both owning and driving resolution for escalated high priority incidents. As the point of contact the Critical Incident Engagement and De-escalation Lead will engage with internal/external stakeholders and executives driving or owning actionable items. The Critical Incident Engagement and De-escalation Lead will be required to develop and maintain a close partnership with SAP Ariba Support Engineers, Solution Architects/Experts and SAP Ariba Engineering resources to achieve desired outcomes for various customer-specific issues.

**Key Responsibilities**:
**1) Issue Ownership**
- Participate in broad and limited impacting critical customer issue collaboration calls
- Work with Engineering and Support Architect to determine the list of impacted customers as well as symptoms impacted customers may experience
- Represent the voice of the customer during broad and limited impacting critical customer issue collaboration calls
- Drive resolution of escalated situations by developing and executing on action/communication plans.
- Leverage technical/product/business expertise to facilitate a deep understanding of escalated situations.
- Leverage superior customer management and communication skills to properly represent SAP Ariba in any customer-facing situation both internally and externally.
- Prepare customer-facing root cause analyses (RCA) for critical incidents.

**2) Incident Engagement**
- Triage escalated issues via technical/cause analysis and provide impact assessment to unblock customers in critical situations
- Conduct a thorough analysis of escalations to gain valuable understanding of the situation and pushback where applicable using data and other fact-based conclusions
- Direct customer communication to properly understand issues and translate reported symptoms into problem statements and root causes
- Develop and execute on a repeatable framework for consistent engagement and outcomes
- Set, manage, and deliver against expectations.

**3) Partnership and Collaboration**
- Tight collaboration within MCS/Support Engineers to facilitate alignment and ownership on actionable items
- Partnership with Architects/Experts to engage on complex technical or defect-related issues
- Daily collaboration with Leaders within Support and CVO to ensure proper priority ranking of escalated issues

**Strategic and Management Tasks**:

- Engage in variety of customer-facing situations to drive proper business outcomes
- Full alignment with leadership to support the achievement of organizational goals
- Provide clear visibility and action plans for customer situations to SAP Ariba senior management/executives
- Properly document and report-out on active escalations and root cause trends
- Work as functional/technical lead in de-escalation and CIRS situations

**Other Key Tasks**
- Build and maintain an expansive network within SAP/SAP Ariba to understand and drive outcomes
- Close cooperation with other organizational key stakeholders

**Preferred Qualifications**:

- Bachelor’s degree with a technical discipline
- 5+ Years working with a web-based software solution
- 5+ Years of experience in a previous Support, Consulting, Engineering, or leadership role
- Experience working with Spend Management Solutions and/or Web-based Enterprise Application Architecture/Infrastructure

**Skills and Abilities**:

- Team player with strong problem-solving skills and a “can do” attitude
- Strong communication skills and experience managing difficult situations
- Must be detail-oriented and have ability to manage priorities and deadlines
- High energy with the capability to multi-task in a dynamic, rapidly-growing organization.
- Ability to work with technical and business-oriented teams
- Ability to work collaboratively with employees within department and across functions
- Aptitude for understanding how SaaS solutions solve business problems
- Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions.

SAP Ariba is an EEO/Affirmative Action employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected category.

Please, submit your **CV in English**. Only CVs submitted in this language will be assessed.

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