De-escalation Architect, Enterpise Cloud Services, Tempe

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PURPOSE AND OBJECTIVES

The 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. Enterprise Cloud Services includes the SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS) solutions and spearheads the entire cloud experience of the SAP cloud portfolio. 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. The ECS Customer Office focuses on end-to-end customer satisfaction and retention, as well as on continuous improvement initiatives.

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 TASKS

· Owns 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

 

EXPERIENCE

· 2+ 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