MCC Customer Priority Response (MCC CPR) - Escalation Officer

About the Role

This position is responsible for steering customer escalations tied to business-critical issues from start to finish. The role relies on a strong technical and architectural base to coordinate the right internal experts across technical and customer delivery functions so that complex situations are handled efficiently and accurately. Acting as the main contact for the customer, this person communicates clearly, promptly, and professionally with stakeholders at every level, including senior executives, while protecting customer confidence and keeping all parties aligned throughout the escalation process.

Key Responsibilities

• Take ownership of urgent and high-impact customer issues by coordinating end-to-end support across multiple SAP lines of business.
• Address difficult, sensitive situations with communication that is structured, transparent, and easy to follow.
• Assess escalation cases and decide on suitable resolution approaches using established MCC CPR processes, tools, and resources.
• Maintain detailed progress records and share concise status updates with leadership and other stakeholders on a regular basis.
• Spot recurring customer pain points and support improvement initiatives within the MCC CPR delivery organization.
• Step into direct customer communication when customer-facing teams need additional support.
• Use insights from previous escalations to strengthen processes and reduce the chance of repeat issues.
• Operate in a proactive, customer-first service model as part of a globally distributed team.
• Build trusted relationships with internal and external stakeholders to support lasting customer success.

What You Need

• At least 7 years of experience in IT support or a related area, including a minimum of 3 years in incident and escalation management.
• Strong ability to analyze problems and plan strategically for complex escalation scenarios.
• Solid knowledge of IT Service Management practices and ITIL principles.
• A calm, organized, and mediation-focused approach when working under pressure.
• Broad understanding of infrastructure, database, and application operations, along with enterprise cloud operations and service delivery.
• Strong curiosity and willingness to learn new technologies and understand how they affect end-to-end service delivery.
• Proven experience communicating with senior leaders, including C-level stakeholders, in both spoken and written formats.
• Familiarity with project management tools and software.
• Strong customer-facing communication skills.

Additional Information

SAP emphasizes learning, growth, wellbeing, inclusion, and flexible working practices. The company states that it is committed to equal employment opportunity and accessibility accommodations for applicants with disabilities. Candidates who need assistance with the application process may contact Recruiting Operations at Careers@sap.com.

For SAP employees, only permanent positions qualify for the employee referral program, subject to the SAP Referral Policy. Certain conditions may apply for vocational training roles.

Applicants will be considered without discrimination based on age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in line with applicable legal requirements.

Selected candidates may need to complete a background verification through an external vendor.

The recruitment process includes guidance on responsible AI use, and violating those guidelines can lead to removal from the hiring process.

Requisition ID: 441837. Work area: Software-Design and Development. Expected travel: 0 to 10%. Career status: Professional. Employment type: Regular Full Time.