Associate De-escalation Officer

**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.

**About the Team**:
SAP Enterprise Cloud Services accelerates and simplifies customers’ business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises.

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

Within ECS, the **Customer Escalation Team** is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the strategic ECS accounts globally. The ECS Customer Escalation Team will focus on end-to-end customer satisfaction and retention and act as an official input channel to Delivery teams for the prioritization of continuous improvement initiatives.

**What You'll Do**:
The ECS De-Escalation Officer will act as De-Escalation Architect for Critical Incidents in close collaboration with the Mission Control Center which is part of Customer Solution Support & Innovation under PE board area with a 24x7 coverage. The goal is to bring the customer’s core business processes up and running again as soon as possible. The ECS De-Escalation Officer also act as Critical Customer Manager responsible for Critical Customer situations, including the definition of Top Issues and Action Plans, coordinating across different Lines of Business (LoB’s) and reporting back to senior management stakeholders. Last but not least the ECS De-Escalation Officer will support projects and initiatives around continuous improvement topics for end-to-end customer experience in the Enterprise Cloud Services and act as an official input channel to Delivery teams on the same.

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 Delivery teams and Customer Solution Support focusing on Japan ECS customers.
- 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 focusing on Japan ECS customers.
- Understand the pain points of regional (top) customers and translating them into improvement initiatives across our ECS delivery organization. E.g. quality improvement in daily stand-up call focusing on Japan.
- Collaborate with ECS team (CDM/TSM/PL/PC3 team,etc) to proactive review potential critical situation and support to create back to green plan.
- Support and executing strategic customer initiatives, by identifying and implementing pro-active safeguarding measures such as customer engagement reviews for our top accounts.
- Support other initiatives and service delivery on global level as well.

**What You Bring**:
Required skills
- Business communication skill in Japanese with communication and presentation skills in English
- Business communication skill in Korean is a plus.
- Proven track record in managing client / customer engagements either in Sales / Pre-Sales, Consulting, Hosting or Customer Solution Support Environment
- Accustomed to working in an international / global virtual matrix organization
- Ability to work across Board Areas, LoB and organizational boundaries
- Well-developed analytical and structuring skills
- Good technical understanding of IaaS offerings and architectural layers

Preferred skills
- Good understanding of SAP’s ReInvent strategy of Winning in the Cloud and Moving our Installed Base to the cloud, Perspective on current Cloud Hosting trends and their impact on business strategies
- Good understanding of SAP ECS and private Cloud Delivery.
- Good understanding or have experience with SAP Customer De-Escalation and SAP Mission Critical Support processes.
- Experience with senior executive’s communication including customer C-level stakeholders during escalating situations
- Knowledge of SAP supporting tools (minimum basic understanding)

WORK EXPERIENCE

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