Support Associate (f/m/d) - MCS De-Escalation Architect for SAP UI5/Fiori in Technical Backoffice


July 20, 2021

Requisition ID: 281346
Work Area: Software-Design and Development
Location: St. Leon-Rot
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Regular Full Time
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. That’s 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 it’s the best-run businesses that make the world run better and improve people’s lives.
Your Future Role
The MCS De-Escalation Architect covers a broad variety of roles accommodating a broad spectrum of skills and experiences:
In a De-Escalation Architect you will be the key SAP person responsible for an officially escalated customers or Business Down customers. You will be representing SAP as a company and its interests for the duration of the de-escalation, either onsite or remote according to the best fit for efficiently solving the situation. As a De-Escalation Architect, you are the active driver in escalated situations across SAP’s Oracle database landscape and around technologies.
your main tasks include:
Evaluation of SAP Cloud complex JAVA, Fiori and critical customer situations to derive appropriate action plans
Orchestration of top issue resolution with all involved stakeholders, cross SAP
Onsite and remote engagements, e.g. as Critical Case Manager in SAP’s Mission Control Center or in Situation Rooms handling customers for an extended period of time
Working in or leading internal projects ex: RCA Tools to drive continues improvement in MCC and MCS
Your Profile
  • Strong communication, negotiation & conflict management skills
  • Ability to analyze SAP Cloud Java, Fiori problems, both business process and technology related, and to resolve them by implementing actionable measures
  • Ability to make fast and reliable decisions within strict deadlines and involving complex environments or situations
  • Strong interpersonal skills and the ability to work with colleagues and customers on all levels of their organization
  • Proficient in English and German
  • 0-4 years of experience in software development & strong educational qualifications (Bachelor’s degree in Engineering or MCA from reputed institutes
  • Good Knowledge of UI design, modelling and UI technologies
  • Good Knowledge in SAPUI5/Fiori,JAVA/Java script/CSS.
  • Exposure to agile development methodologies like Scrum

About the Team
SAP Mission Control Center (MCC) delivers best-in-class customer experience along our post-sales customer journey by ensuring customers can trust SAP to resolve critical situations swiftly and professionally while also looping back to development for better problem solving and product improvement.
We accelerate product innovation and adoption for our customers, and deliver an exceptional customer experience:
  • Protect: Resolve business critical customer situations to return to flawless execution of their business as fast as possible.
  • Prevent: Speed up product adoption to continuously improve customer experience.
  • Accelerate: Orchestrate end-to-end integration to reduce complexity and ensure customer success.

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 you’re searching for a company that’s 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 environment – apply now.
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: or, APJ:, EMEA:
Successful candidates might be required to undergo a background verification with an external vendor.