Expert Critical Case Manager - 3 Openings
São Leopoldo, RS, BR
há 2 dias
source : Successfactors

Requisition ID : 164572

Work Area : Consulting and Professional Services

Expected Travel : 0 - 10%

Career Status : Professional

Employment Type : Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification.

From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.


As a key part of SAP Digital Business Services (DBS), one goal of Mission Control Center (MCC) Cloud Deployment Support is to drive critical customer situations for cloud-

only and hybrid (cloud and on-premise) solutions from a critical exception mode back into a business as usual engagement.

In addition MCC contributes to safeguard SSRS / Cloud retention and renewals by providing a superior customer delivery experience.


As a Critical Case Manager in the MCC Cloud Deployment Support you will be part of a highly motivated and skilled expert team responsible for critical cloud customers, representing SAP as a company and its interests.

Your main tasks will include :

Evaluation and de-escalation of complex critical customer situations to derive appropriate action plans

Management of technical and / or functional E2E analysis within SAP’s SaaS product portfolio including root cause analysis and close collaboration with Engineering and Operations (e.

g. on cross-issue management)

Tracking and monitoring of the technical resolution together with SaaS stakeholders

Pro-active customer support and close collaboration with all Cloud LOBs on pro-active measures (e.g. through service plan creation)

Orchestration of top issue resolution with all involved key stakeholders including the customer

Securing commitment of all the necessary organizations and levels within SAP

Reporting on critical customer situations as a basis for regular executive level communication

Avoidance of global escalations

Supporting MCC Cloud’s 24x7 support delivery by participating in occasional weekend and shift support activities

Process adherence (CRM maintenance, reporting, Back-office interface etc.)


Strong negotiation & conflict management skills

Ability to analyze complex problems, both business process and technology related, and to resolve them by implementing actionable measures

Technical and / or application architecture skills in the SAP SaaS product environment

Ability to make fast and reliable decisions within strict deadlines and involving complex environments or situations (also in non-

expertise working areas)

Strong interpersonal skills and the ability to work in virtual teams across the globe and customers on all levels of their organization

High level of flexibility & availability required also for working on weekends and within a shift model; willingness to learn on a continuous basis

Knowledge in at least one technology (Splunk, JAVA, integration skills, etc.)

Knowledge about our SAP SaaS products (SuccessFactors, S / 4 HANA Cloud, Ariba, C4C, ByD, Fieldglass, Concur, etc.)

Fluent English and knowledge of further languages would be beneficial


Min. 5 years of work experience with SAP

Min. 2 year of solution and technology knowledge of SAP’s portfolio and related business processes, preferably in the SAP Cloud portfolio

Experience in managing projects with cross-functional teams


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas : Careers.NorthAmerica or Careers.LatinAmerica sap.

com, APJ : Careers.APJ, EMEA : Careers Requests for reasonable accommodation will be considered on a case-by-case basis.

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