MCC CPR Escalation Officer

About the Role

We at SAP strive to enhance global operations by leveraging your expertise to help shape future solutions. Join a team where your individuality, well-being, and continuous growth are prioritized. This role involves managing critical customer escalations with a strong technical foundation, coordinating across various teams to resolve complex issues, and serving as the main contact for customers, including executive stakeholders.

Key Responsibilities

• Oversee urgent and critical customer escalations through effective collaboration across different SAP business units.
• Manage complex, high-pressure scenarios with clear, structured communication.
• Develop resolution strategies by assessing escalation cases and utilizing established MCC CPR tools and procedures.
• Maintain thorough documentation of progress and provide concise, regular updates to leadership and stakeholders.
• Identify customer pain points and initiate improvements within MCC CPR delivery processes.
• Directly engage with customers when additional assistance is needed by operational teams.
• Leverage lessons from previous escalations to enhance processes and prevent recurring issues.
• Operate within a proactive, customer-first service environment across a global team.
• Build and maintain trusted relationships with internal teams and clients to ensure ongoing customer success.

Required Experience and Skills

• At least seven years in IT support or related fields, with a minimum of three years specifically in incident and escalation management.
• Strong analytical and strategic abilities to handle intricate escalation situations.
• Deep understanding of ITIL framework and IT service management best practices.
• Calm, organized, and mediator-like approach to managing stressful events.
• Comprehensive knowledge of IT infrastructure, databases, application operations, and cloud-based enterprise service delivery.
• Eagerness to learn emerging technologies and their influence on service delivery.
• Experienced in communicating effectively with senior management, including C-level personnel, both verbally and in writing; familiarity with project management software.
• Demonstrated strength in customer-facing communication roles.

Company and Culture

SAP is a global leader in enterprise resource planning and business application software, serving over 400,000 customers worldwide. We foster an inclusive culture valuing diversity and well-being, offering flexible work arrangements and emphasizing professional development. Our commitment extends to equal employment opportunities and accessibility accommodations.

Additional Information

Candidates may be subject to background checks. SAP promotes ethical AI use in recruitment, adherence to which is required. Travel expectations for this role are minimal, between 0-10%. This position is a permanent, full-time role based in Athlone, Ireland.