.IT Architecture Senior Specialist/Expert for IT Operations OCC - De-Escalation Lead At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.What you'll doWe are looking for an IT Architecture Senior Specialist/Expert with strong communication skills and customer empathy. You will work in an international team in a challenging environment with many exciting topics.Expectations and tasksManage, support and drive de-escalations during major incidentsServe as the single-point-of-contact for all stakeholders during major incidentsDrive/moderate discussions between key stakeholders and expertsCommunication to senior management on an executive level in case of major incidentsDrive and support problem management for major incidentsDrive continuous improvement of the operational services in terms of process design, tools, operational efficiency, reducing TCO, support quality and customer satisfactionTakes personal initiative to improve processes and develop new approaches to tasksMaintain a healthy LoB relationship within IT OperationsCoordinate and lead project safeguarding activities across all involved application and infrastructure teamsWhat you bringEducation and qualifications / skills and competenciesBachelor's degree in Computer Science, Information Technology or related disciplinesStrong experience in working with business in a customer-oriented manner and with proactive service attitudeUnderstanding of business process operations and sound knowledge of the main internal systems at SAPExperience in working with senior managementAbility to work in virtual setups and to build networksExcellent verbal and written communication skillsFluent English language skills are mandatoryTechnical background in business application and understanding of SAP Solutions or NetWeaver Technology systems is preferredWork experience5+ years professional working experience in the IT area.Meet your teamCorporate Processes & Information Technology (CP&IT) is the internal IT department providing efficient IT solutions, technology and operational support to our Lines of Businesses (LoBs) with a strong focus on end user-centricity.Within CP & IT, the OCC (Operations Control Center) belongs to the IT Operations team and is responsible for 24x7 safeguarding for our mission critical SAP systems and applications.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively
