Escalation Coordinator (Major Incidents)

Job Description

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.

Within GCO-GCID unit, which operates SAP’s global cloud infrastructure and data centers, the Escalation Coordinator ensures effective communication, accurate documentation, and coordination during major incidents.

What you’ll build

In this role, you’ll drive the coordination and communication behind critical (major) incidents in a global cloud environment. You’ll act as a central point ensuring that incidents are handled efficiently, stakeholders stay informed, and services are restored as quickly as possible. As a supporting role, you are an essential part for successful and efficient the Major Incident process.

You’ll be responsible for:

• Building clear, structured communications from INITIAL to SOLVED notification
• Ensuring accurate, real-time documentation of incident timelines
• Proper engagement across technical and business teams
• Post incident activities, preparing documentation for handovers

Your work will directly impact:

• Service reliability and operational efficiency
• Customer experience and trust
• Continuous improvement through post-incident insights and reporting

What you bring

You bring a structured and calm approach to fast-paced, high-impact situations, combined with strong communication skills.

Key strengths and qualifications:

• Clear, assertive verbal and written communication
• Understanding of IT operations, Cloud environments, infrastructure
• Familiarity with incident management processes (ITIL is a plus) + major incident
• Experience with tools like ServiceNow and collaboration platforms (MS Teams, Outlook, Excel, Word)
• Ability to multitask, prioritize, and work under tight deadlines + willingness to learn new TECH

What will help you thrive:

• A proactive and ownership-driven mindset
• Comfort working in global, multicultural teams
• Willingness to learn and adapt quickly
• Flexibility for shift work (early, late), including weekends and holidays

Where you belong

You’ll be part of a globally distributed, collaborative team that thrives in a fast-paced and dynamic environment.

What to expect:

• A strong team culture focused on communication, trust, and accountability
• Close collaboration with technical teams, escalation managers, and stakeholders worldwide
• A supportive environment that encourages knowledge sharing and continuous improvement

This role is a great fit if you:

• Enjoy solving incidents under pressure
• Take ownership and drive outcomes
• Want to make a visible impact on customer experience

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.

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: Careers@sap.com.

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

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: 450027 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid