ECS LCO Problem Management

We help the world run better

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.

Summary:

Are you ready to drive impactful change in a dynamic organization? We are looking for a skilled Problem Manager to be part of our Problem Management process transformation. With a focus on innovation, efficiency, and proactive problem-solving, you'll play a key role in ensuring service reliability and quality for our customers. Collaborate with cross-functional teams, contribute to process improvements, and shape the future of service deliver

The Role:

As a Problem Manager, you'll coordinate and oversee all aspects of Problem Management. This includes creating and qualifying Problem Records, allocating resources, and supervising problem resolution. You'll define and enhance the problem management process, monitoring its effectiveness. Ensure problems are recorded, prioritized, and monitored, both reactively and proactively.

Collaborate with the ZOR (Zero Outage Room) team and stakeholders to validate comprehensive root cause analyses (RCA). You'll assess problem severity and impact for effective prioritization. Your communication skills will keep service desk personnel, incident managers, and other teams informed about investigations and resolutions.

Continuous improvement is central to your role, enhancing efficiency, effectiveness, and customer satisfaction. Provide reports and updates, define a proactive problem management framework, and lead training sessions. Support audit activities and boost process compliance through regular reviews to drive organizational success

What you bring

Strong interest in problem management or a related field, with a strong track record in process coordination and improvement.

Exceptional analytical skills to assess problem severity and impact on the business, ensuring effective prioritization.

Ability to engage effectively with technical teams and stakeholders to drive collaborative solutions.

Excellent communication skills for providing comprehensive updates to stakeholders on investigations and resolutions.

Proactive approach to identifying process enhancements and delivering efficient, automated solutions.

Strong commitment to meeting monthly reporting requirements and continuous improvement goals.

Passion for achieving ECS MEE business goals, including cloud margins, service availability, and customer satisfaction

Meet your team

As part of ECS MEE organization, the LCO Delivery (Large Customer Operation) team is accountable in operating customers in a ring-fenced setup due to the complexity and demand from customer side on operational excellence

Bring out your best

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.

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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

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid