De-escalation Specialist

Requisition ID: 429828
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 **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.

**What do you bring**
- Excellent communication and presentation skills in English is a must.
- Good professional experience in Development, Product Support or Support Environment or Consulting or in similar customer facing role.
- Experience with SAP Enterprise Cloud Services or SAP cloud products, good technical know-how of PaaS, IaaS, SaaS architecture and offering.
- SAP Basis and server management experience.
- Self-learner, good analytical, problem solving, multi-tasking and self-organizing skills.
- Spanish communication is plus.
- Accustomed to working in an international / global virtual matrix organization.
- Customer first mindset, empathy for customers and ability to deal with customers in critical situations.

**Meet 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

SAPECSCareers #SAPSLEOCareers

**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.

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.