Sr Escalation Management Specialist

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP Global Control Center (GCC) is a team within the renowned SAP Mission Control Center (MCC), which delivers a best-in-class customer experience. The particular role of the GCC is to identify and assess risks and issues and to ensure that the appropriate action is being taken. The GCC will work in close alignment with the other teams inside the MCC as well as Technical Support, Development Support, Enterprise Cloud Services (ECS) and Global Cloud Infrastructure & Delivery (GCID) Operations as well as SAP Global Security & Cloud Compliance (SGSC) and SAP Cyber Legal and DPP (Data Privacy & Protection)

The GCC team will evolve into a central coordination entity for SAP that will react to all issues and risks, engaging the necessary stakeholders. Our credo is:

See something? Do something!

What you'll do

As the member of GCC, you will:

• Monitor the risks and problem situations for customers and SAP
• React on AI triggered alerts
• Evaluate Business Down situations and trigger appropriate actions
• Respond to all SAP L0/L1 inquiries
• Engage other parties in SAP and with partners for critical situations
• Provide feedback to the PCRM (Preventative Customer Risk Mitigation) team on how to improve the automated evaluation and risk mitigation
• The roles and responsibilities we are seeking to cover are
  • Qualification &Dispatching Lead
  • Duty Manager
  • Board Inbox MCC Manager
  • GCC Triage Lead
  • GCC Triage Member
  • Code Blue Lead

What you bring

• Rich experience in customer support
• Strong network within SAP
• Curiosity and creativity
• Can-do attitude
• Ownership
• Embracing to work in cross-functional and diverse teams
• Willingness to also work on weekends and public holidays based on GCC’s regional shift model

Education and Qualifications / Skills and Competencies

• University degree, preferably in science, technology or a business-related subject or equivalent experience.

Required Skills

• Solid understanding of SAP Mission Control Center and its business processes.
• Strong C-level communication and negotiation skills.
• Proven track record of successfully executed customer-facing roles.
• Strong business acumen related to SAP’s solutions and technology.
• Strong analytical and communication skills, with a can-do attitude.
• Demonstrated ability to meet project commitments and deadlines.
• Experience in handling large-scale critical customer situations.
• Fluent business English.

Work Experience

• 5+ years of work experience in a support related role.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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: View email address on canada.jobradars.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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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 94400-203800CAD. 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. A summary of benefits and eligibility requirements can be found by clicking this link:

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 454215 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid