MCC Customer Priority Response (MCC CPR) - Escalation Officer

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.

What You’ll Do

The MCC CPR Escalation Officer owns customer escalations involving business-critical situations end-to-end. Building on a solid architectural foundation, the role orchestrates cross-functional technical and customer delivery teams, ensuring the right expertise is engaged and effectively coordinated to resolve complex customer situations. The Escalation Officer serves as the primary point of contact for the customer, providing clear, concise, and timely communication to stakeholders at all levels, including C-level executives, while driving alignment, managing expectations, and maintaining customer confidence throughout the escalation lifecycle.

The Role

• Manage critical and urgent customers through strong collaboration across various SAP teams LoBs end to end.
• Handle complex, high-stakes situations with clear, structured, and transparent communication.
• Define resolution strategies by analyzing escalation scenarios and leveraging existing MCC CPR processes, tools, and resources.
• Ensure continuous documentation of progress and provide regular, concise reporting to leadership and stakeholders.
• Identify customer pain points and drive improvement activities across the MCC CPR delivery organization.
• Engage directly in customer communication when additional support is required by customer-facing teams.
• Apply lessons learned from past escalations to continuously improve processes and prevent recurrence.
• Work in a customer-centric and proactive service model within a globally distributed team.
• Establish trusted partnerships with internal and external stakeholders to ensure long-term customer success.

• Minimum 7 years of experience in IT Support or a related field, including at least 3 years of hands-on experience in Incident and Escalation Management.
• Strong analytical and strategic planning skills to manage complex escalation scenarios.
• In-depth knowledge of IT Service Management (ITIL) principles and practices.
• Calm, structured, and mediation-oriented approach to handling high-pressure situations.
• Broad understanding of infrastructure, database, and application operations, as well as enterprise cloud operations and service delivery.
• Strong willingness to learn new technologies and understand their impact on end-to-end service delivery.
• Proven experience in communicating with senior management, including C-level stakeholders, in both verbal and written form; familiarity with project management tools and software.
• Strong customer-facing communication experience

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: [email protected].

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.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

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

Requisition ID: 441837 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: