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Sovereign Cloud De-Escalation Architect (DEA)
COMPANY DESCRIPTION
SAP is the global market leader for business software and related services, and SAP Sovereign Cloud is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of Sovereign Security and critical infrastructure customers.
Brief Description:
You will be responsible for the overall management of critical or escalated situations within the Sovereign Cloud Solution Landscape. The Cloud DEA is responsible for driving critical situations to resolution, and communication action plans and resolution summaries as an after-action activity.
You must have the desire and ability to work independently on complex issues, as well as collaborate efficiently with experts to anticipate issues that impact customer success.
Description:
As a Cloud DEA, you will be responsible for managing critical severity incidents for service disruptions, as well as special Critical Customer Management that impact the successful delivery of solutions to meet customer or project timelines.
You will work closely with Operations and Engineering teams to identify the root cause of critical situations, track defect remediation, draft action plans, and drive these actions to completion, including facilitation solution updates required to resolve issues in future release plan.
Job Tasks:
- Ensure the critical situation can be addressed within the earliest possible timeline.
- Ensure key stake holders are updated in a timely, continuous manner.
- Create Action plan to address situation and manage activities to drive to resolution.
- Define and manage escalation exit criteria, avoiding “scope creep”
- Clarify business impact from customer and internal business standpoint.
- Collaborate with internal teams to drive action plan and solution resolution.
- Document root cause, resource alignment and cost for the overall escalation.
Relevant skill set requirements include:
- 4-6 years of solution or project management
- 2+ years of experience in information systems operations environment, solution support and management or development
- Understanding, knowledge of software development lifecycle
- Experience with managing critical or escalated situations.
- Demonstrated ability to coordinate cross-functional tasks to completion.
- Demonstrated effective communication and analytical skills.
- Advanced time management and process adherence skills
- Advanced knowledge of analysis and trace tools across multiple applications.
Education Requirement:
Bachelor’s Degree in Computer Science, Computer Engineering, Electrical Engineering, Mathematics, MIS, or Software Engineering.
We build breakthroughs together
SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.
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.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 153,800 - 349,500 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 378061 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid