Escalation Support Coordinator

What we offer

PURPOSE AND OBJECTIVES

Global Cloud Services (GCS) is responsible for running SAP’s backend technology including

operations of state-of-the-art data centers and the technical platforms as integral part and

foundation for all SAP Cloud solutions and services around the globe.

We provide these shared services for SAP’s external Cloud Business and for SAP’s internal infrastructure such as development, training, or demo landscapes.

GCS Cloud Control Center is the customer face of GCS providing a central, first point of

contact for our Cloud Infrastructure Customers. We ensure the end-to-end coordination of

the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf

of our GCS customers, 24/7 - across the globe.

We take care of incident escalation management to ensure fastest possible restoration in

case of service down or degradation.

EXPECTATIONS AND TASKS

You will act as a key point of contact for various operational units internally and outside the organization for provision of needed information or contacts and ultimately initiating the Major Incident process based on defined policies.

As a supporting role to the LEO (Lead Escalation Officer), you are an essential part for successful and efficient the Major Incident process.

As main task you must ensure a proper communication and in time documentation of the running major incident.

**In detail, the following tasks will belong to your daily work**:
Bridge creation, whiteboard, and Timeline maintenance (in time documentation)

Preparation and distribution of Initial-to-resolved notifications

Resource engagement and escalation of internal and external contacts

Post-Incident BackOffice activities

Ticket handling and maintenance (SNOW)

Reporting activities and daily service reviews

**REQUIRED SKILLS AND COMPETENCIES**:
Knowledge about IT operations processes and structures and it’ real life usage

Ability to structure topics, multi-task and work under tight deadlines

Usage of MS Office products (e.g. TEAMs, Outlook, Excel) as well as Slack for planning and documentation of work

Experience with ServiceNow ticket system tool

Experience in usage of PagerDuty

Open to work weekend duties

EDUCATION AND QUALIFICATIONS University degree or similar education in Information Technology, Software Engineering, Computer Science or communication

good communication skills (verbally and written), ability to provide clear and assertive communication

Very structured and self-reliant way of working, ability to manage priorities and deadlines.

Knowledge about ITIL v3 or v4 especially about Service Operation’s

Knowledge of infrastructure operations in large scale, heterogeneous SAP or cloud environments.

Experience in incident management process / major incident process

Experience in a previous Support, Consulting or Engineering, or role

experience working in Global/multi-cultural environments

Quick and motivated learner and flexible team player

We are SAP

Our inclusion promise

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.

**EOE AA M/F/Vet/Disability**:
Qualified 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.

**Requisition ID**: 326222 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time |