De-escalation Architect, Enterpise Cloud Services, Tempe

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. 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.PURPOSE AND OBJECTIVESThe SAP Enterprise Cloud Services (ECS) organization manages all cloud delivery aspects across all the managed and public cloud offerings at SAP and drives the transformation towards one cloud experience in close collaboration with the respective leaders of sales, services, support and marketing. Within ECS, the ECS Customer Office is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the top strategic HEC (HANA Enterprise Cloud) accounts globally.We are looking for a De-escalation Architect (f/m/d) to support our team for the Americas region with the following responsibilities:Own and Support Critical Customer Management to de-escalate customer situations by tracking top issues and action plans.Communicate and collaborate with internal stakeholders (e.g. HEC Delivery, Sales, DBS Support & Consulting, Board).Communicate agreed Action Plan, solution approach, status and resolution to the customer.Support Continuous Improvement for all related processes (HEC Delivery Management, Incident, Problem & Change Management etc.).Lead and/or participate in projects to leverage product and findings at customer sites.EXPECTATIONS AND TASKSOwns critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with input of the Cloud Major Incident Manager (MIM), Manager on Duty (MoD) & experts from various areas of ECS Delivery and Digital Business Services.Communicates the Action Plan, solution approach, status and resolution to the customer.Communicates to and aligns with internal stakeholders (e.g. ECS Delivery, Sales, DBS Support & Consulting, Board).Support Critical Customer Management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities.Support Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations.EXPERIENCE2+ years professional experience in Development, Product Management or Consulting or in a related field.Excellent team player, with passionate, self-motivated and pro-active working style.Proven track record in managing client/customer engagements.Very good technical understanding of Service-oriented offerings and architectural layers.Excellent communication and presentation skills in English – verbal and written.Strong analytical and problem-solving skills.Ownership of tasks and processes, set clear goals and follow-up on results.Accustomed to working in an international/global virtual matrix organization.Good technical understanding of IaaS offerings and architectural layers would be beneficial.Experience working across Board Areas, LoBs and organizational boundaries would be beneficial.Experience with SAP HANA Enterprise Cloud or SAP cloud products would be beneficial.Perspective on current Cloud Hosting trends and their impact on business strategies would be beneficial.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.We win with inclusionSAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.EOE AA M/F/Vet/DisabilityQualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity.Requisition ID: 408338 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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