Senior Mission Control Center (MCC) Engineer - De-Escalation Architect (m/f/d)

Apply now »
Customer Service and Support

Senior Mission Control Center (MCC) Engineer – De-Escalation Architect (m/f/d)

We help the world run better

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. How? 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.

What you’ll do
As a De-Escalation Architect you will be the key SAP expert responsible for resolving critical customer production situations in SAP Cloud Technologies.

• Solve critical situations and bring the customers back working in the shortest time by providing a solution, business workaround or deliver an action plan for issue resolution.
• Evaluate de-escalation strategies devised by different support groups within SAP.
• Orchestration of top issue resolution with all involved stakeholders across SAP.
• Root cause analysis and devise technical action plan to address customer situations in SAP Cloud Technologies.
• For any cloud operation business down situation, you will guide the customer/partner/SAP operations teams to bring the operations back up.
• Analyse performance problems for SAP Cloud Technology applications and give remediation steps to the customer.
• Serve as a mentor and give guidance to colleagues and new hires.

What you bring

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 6+ years of experience working on SAP integration projects, with a focus on SAP Cloud Platform Integration (CPI), API management, and integration services is a plus.
• Excellent communication and interpersonal skills along with the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our internal & external customers.
• Proficiency in SAP BTP, including hands-on experience with SAP BTP services and Fiori.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and internal teams.
• Practical experience in a customer-facing or support role.

Meet your team
Global Technical Back Office is part of SAP Mission Control Center (MCC), operates on a global level. It comprises of global teams and five regional organizations. We deliver 24/7 support to all critical customers in business down and go-live situations. The team is comprised of senior experts across various technical and application areas, working as De-Escalation Architect (DEA).

Bring out your best

SAP 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical 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 send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
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. Specific conditions may apply for roles in Vocational Training.

Requisition ID: 403917 | Work Area: Customer Service and Support | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 403917
Posted Date: Aug 28, 2024
Work Area: Customer Service and Support
Career Status: Professional
Employment Type: Regular Full Time
Expected Travel: 0 – 10%
Location:

St. Leon-Rot, DE, 68789
Job alert