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
This is a unique opportunity to be part of a team that supports SAP customers within an organization that interfaces between the customer and technical support across the Globe.
As SAP Mission Control Center, we protect, prevent, and accelerate to maximize customer success. We are a global organization delivering 24/7 support for over 400,000 SAP customers. The SAP Mission Control Center helps to protect implementation or upgrade projects and operations, prevent, and mitigate risks and accelerate both the adoption of SAP software and return on investment for our customers. With a deployment-agnostic, end-to-end hybrid support portfolio, we ensure a harmonized and transparent on-premise and cloud adoption experience
Critical Incident Management (CIM) provides a globally accessible escalation point into SAP Support for escalating existing customer incidents. CIM handles critical customer incident escalation related activities to guarantee proper customer issue handling. The main goal of Critical Incident Management is to react quickly or even prevent critical situations for our customers, which might otherwise impact their major business, and we are looking for candidates who strive to make the world run better.
EXPECTATIONS AND TASKS
-Coordinate/prioritize processing of critical customer cases;
-Mitigate the risk of occurrence of a serious business critical situation on customer side;
-Analysis & monitoring of critical customer situations;
-Support customers in critical situations by following a universal model of escalation handling across the regions;
-Recognize critical escalations and involve other MCC teams;
-Professional, proactive communication with SAP customers & colleagues;
-Attend to e-Learning lessons, remote learning sessions, classroom trainings and coaching;
-Participate in weekend and holidays support activities.
-Availability to work 80% of the time on afternoon shift (from 12:00 to 21:00 IST);
-Create internal/external content for our knowledge base;
-Perform knowledge transfer to internal staff;
-Participate in internal projects driven by internal requirements.
What you bring
-Proven ability to work well under pressure demonstrating exceptional organizational skills;
-Self-motivated, proactive and solution oriented individual;
-Ability to work in an international and intercultural team;
-Open personality, ready for continuous learning and improvement;
-Fluent spoken and written English language skills are required;
-Experience in customer handling situations, escalation management and soft-skills (plus);
-Previous experience on direct interaction with Enterprise Customers (plus);
-Previous experience in IT, Information management or Business administration (plus).
Meet your team
CIM is part of the SAP Mission Control Center, we protect, prevent, and accelerate to maximize customer success. We are a global organization delivering 24/7 support for over 400,000 SAP customers.
#SolutionSupportEngT1
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.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 417801 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.