SAP Critical Case Manager MCC EMEA in Cloud Deployment Support (f/m) Job

Job description

Requisition ID: 118189 
Work Area: Customer Service and Support 
Location: Walldorf/St. Leon-Rot
Expected Travel: 0 - 10% 
Career Status: Professional 
Employment Type: Regular Full Time 

 

COMPANY DESCRIPTION

SAP’s vision is to help the world run better and improve people’s lives.

As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You’ll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’ll be able to get more out of your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

Now it’s your turn to take the next step and help make the world Run Simple.

 

About SAP
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.
Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.

 

PURPOSE AND OBJECTIVES
As a key part of SAP Digital Business SErvices the goal of Mission Control Center (MCC) is to convert critical customer situations from a critical exception mode back into “business as usual” engagement. 
Embedded in the organizational framework of the MCC Cloud Deployment Support, MCC is de-escalating and preventing critical customer situations for cloud-only and hybrid (cloud and on premise) solutions.

Desired profile

EXPECTATIONS AND TASKS
You will be part of a highly motivated and skilled expert team responsible for critical cloud customers, representing SAP as a company and its interests. As an Escalation Manager in the MCC Cloud Deployment Support your main tasks will include:
•    Evaluation and de-escalation of complex critical customer situations to derive appropriate action plans
•    Orchestration of top issue resolution with all involved cloud stakeholders, within and outside of DBS
•    Securing commitment of all the necessary organizations and levels within SAP
•    Installed base overview on critical customer situations as a basis for regular executive level Reporting
•    Technical assessment of the isuees the customer is experiencing
•    Tracking and monitoring of the technical resolution together with development, engineering and / or operations
•    Avoidance of global escalations

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills
•    Strong negotiation & conflict management skills
•    Ability to analyze complex problems, both business process and technology related, and to resolve them by implementing actionable measures
•    Ability to make fast and reliable decisions within strict deadlines and involving complex environments or situations
•    Strong interpersonal skills and the ability to work with colleagues and customers on all levels of their Organization
•    High level of flexibility required; willingness to learn on a continuous basis
•    Deep technical knowledge in at least one area (JAVA, integration skills, architecture)
•    Cloud solution knowledge is an advantage
•    Fluent English and German, knowledge of further languages would be an asset

Preferred skills
•    Knowledge about our SAP SAAS products (SFSF, Ariba, C4C, ByD, Fieldclass etc)

 

WORK EXPERIENCE
•    Min. 2  years of work experience with SAP
•    Min. 2 year of solution and technology knowledge of SAP’s portfolio and related business processes, preferably in the SAP Cloud portfolio
•    Experience in managing international projects with cross-functional teams
 

 

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.

 

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical, sensory and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us at EMEA: **********************@*******.** , ************@*******.** , ************@*******.** . Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection