Job Description

We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now! Meet your team The Solution Support Operations Specialist (SSOS) is a member of SAP Concur\'s Critical Incident Management Team and is responsible for quickly responding and managing incidents that are affecting SAP Concur product performance and causing critical levels of customer business impact. When major incidents occur, SSOS provide essential, time sensitive leadership by assembling an ad hoc Incident Response Team (IRT) of specialists from Engineering and Support and then guiding that team to quickly resolve the issue and restore service to our customers. SSOS are also responsible for composing and publishing timely, useful global online customer communications throughout an incident, as well thoroughly documenting an incident. SSOS performs an invaluable business role in helping to mitigate the loss of customer trust during a major incident by leading the delivery of a customer support experience that successfully instills customer confidence in SAP Concur\'s ability to quickly respond and resolve complex, high impact issues. What you\'ll do Independently and quickly assemble, unite, and effectively lead cross functional incident response teams to resolve critical incidents (incidents with high to very high contractual priority and broad customer base impact) in the least amount of time possible using published critical incident management processes and best practices. Quickly collect and distill incident information to independently compose and publish English language-based internal and customer-facing written incident communications and reports that meet published communications standards, accurately set expectations, and are delivered consistently within service level-based timeframes. Provide accurate, concise, and useful information, progress updates, and situational assessments to executives and senior leaders upon request during and following an incident. Maintain accurate, complete situational awareness of an issue, its impact, decisions, and the work already done and being done (and why) while leading an incident. Completely, accurately document each incident led in the Jira ticket, using published documentation procedures and practices. Ensure that the ticket meets the standard for being an incident \'source of truth\' document. Participate on the CIM Team on call rotation schedule as needed, and, whenever acting as an on call, consistently respond and begin providing support within the expected initial response time. Represent the company, the Critical Incidents Program, and fellow team members in a positive, professional way. Act in a manner that helps foster a safe, supportive, and cohesive, single global team environment. Help the team and program grow by participating in and leading team projects or assisting with daily operations, or by developing a team specialization. Maintain a thorough understanding of operational procedures, practices, and team resources. Be aware of and committed to achieving published operational and team and standards and service level goals. Critical Performance Competencies Has a firefighter, \'get it solved now\' personality Naturally curious. Needs to know the \'Why\' Comfortable working and leading independently Strong technical aptitude Maintains focus and discipline in fluid, time sensitive situations Can visualize end to end systems and processes Quickly gains trust and collaboration Exercises and encourages critical thinking Respectfully challenges ideas and decisions when appropriate. Does not compromise their responsibility Takes responsibility and holds themselves accountable. Freely admits and learns from mistakes and openly demonstrates humility Effectively communicates and set expectations at all levels and disciplines Is passionate and committed to serving our customers Able to work in a diverse cultural environment What you bring Required Experience: Previous experience successfully leading teams to solve problems in tight timeframe\'s Demonstrated experience working successfully within a fluid work environment Proven ability to quickly establish trust and cooperation with people of varying backgrounds and roles Familiarity with the roles and responsibilities of an IT major incident response team Highly proficient, proven verbal and written English language skills Desired Experience: Previous incident management leadership experience, ideally as an incident commander of major incidents Demonstrated experience successfully crafting and delivering customer facing incident communications within specific timeframes Previous experience participating on an SAP Concur P1 or P2 incident response team Familiarity with creating and managing Jira incident tickets and Salesforce escalations and events Familiarity with SAP Concur products Familiarity with the basics of the AWS cloud operations infrastructure ITIL Foundations certification Bachelor\'s degree or equivalent experience #SolutionSupportOpsT2 We build breakthroughs together SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together. 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 and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: [HIDDEN TEXT] For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 371527 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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