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De-Escalation Architect, SAP Ariba

Location Bengaluru, India
Posted 12-June-2019
Description
COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Summary

As a key part of SAP Ariba, Critical Customer Engagement (CCE) is an organization whose mission is to convert escalated customer situations from critical exceptions to normal business operations. The CCE team engages with the most valuable and visible SAP Ariba customers, often in critical and time sensitive situations. This is a Tiger Team type role that focuses on urgency, action and communication.

Role - The DEA (De-Escalation Architect) must be able to manage and drive critical/at-risk situations within SAP Ariba, develop action plans and communicate with customers, partners and SAP Ariba teams. This means resolving important issues (technical/functional) for customers managed in the Critical Customer Engagement process. These are often very visible customers and situations, which takes highly motivated and experienced experts, who can earn the trust and respect of the customers and confidence of team members to reduce the escalated situation.

Roles and Responsibilities

The key requirement is to solve critical customer issues with strategic Ariba customers engaging cross functional teams within SAP Ariba (including P&I (Product & Innovation (previously called Engineering), Product Support and Customer Value Organization (CVO). This is normally done be creating and following an Action Plan to de-escalate the situation and bring the customer back into a more normal state.
The primary responsibility of the De-Escalation Architect (DEA) is to own and diffuse critical customer situations by leveraging expert level product and technical knowledge coupled with superior communication and customer management skills.
The De-Escalation Architect will represent SAP Ariba as a primary point of contact both owning and driving resolution for escalated high priority incidents. As the point of contact the De-Escalation Architect will engage with internal/external stakeholders and executives driving or owning actionable items. The De-Escalation Architect will be required to develop and maintain a close partnership with SAP Ariba Support Engineers, Solution Architects/Experts, Deployment, and SAP Ariba P&I (Engineering) resources to achieve desired outcomes for various customer-specific issues.
Another important activity from the De-Escalation Architect (DEA) is to triage escalated issues via technical/cause analysis and provide impact assessment to unblock customers in critical situations. Conduct a thorough analysis of every escalation to gain valuable understanding of the situation and other fact-based conclusions.
Direct customer communication to properly understand issues and translate reported symptoms into actual problems and root causes.
Develop and execute on a repeatable framework for consistent engagement and outcomes. Set, manage, and deliver against expectations.
Partner with SAP MCC/MCS processes for end to end support model. Align with Hybrid Deployment Room model for providing engagement models/best practices for Max Attention customers. Partnership with Architects/Experts to engage on complex technical or defect-related issues.

Role Requirement

Bachelors degree with a technical discipline with minimum 8 years of technical work experience with SAP and/or SAP Ariba and experience in managing projects with cross-functional teams.

Experience in a previous Support, Consulting, Engineering, or leadership role is important

Strong communication skills and experience managing difficult situations.
Must be detail-oriented and have ability to manage priorities and deadlines.
High level of flexibility & availability required, could require working some weekend/holidays. Willingness to learn on a continuous basis.
Ability to work with technical and business-oriented teams. Ability to work collaboratively with employees within department and across functions.
Aptitude for understanding how SaaS solutions solve business problems. Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions.


WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environmentapply now.
Experience
Min 8 to 11 Years.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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