SAP Escalation Manager Job in Budapest, Hungary

Requisition ID: 123053

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.


  • The majority of SAP’s cloud offerings are in the SaaS (Software as a Service) layer. SAP has complete suites for SME (Small and Middle size) markets such as SAP Business ByDesign and SAP Business One and line of business extensions for large enterprise. Key application areas covered with SaaS solutions include people, money, customers and suppliers.

  • Software as a service, sometimes referred to as "on-demand software," is a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS typically is accessed by users via a web browser.

  • SaaS Cloud Delivery Budapest is a key location responsible for Operating SAP’s SaaS Cloud Products. Team needs to ensure the various Productive landscapes are running well for European Customers along with global.

  • We are looking for Escalation Manager who is able to work in a fast paced, high demand environment.


Key Tasks :

  • Manage daily Operations tasks 24/7

  • Drive escalations and root cause analysis and provide solutions for complex incidents

  • Encourage and drive innovative thinking to solve complex problems

  • Drive solutions for major escalations in complex environments in cooperation with development/support

  • Focus on critical Incidents/messages

  • Take leadership on critical issues that impact the service and availability of the application

Knowledge Transfer:

  • Mentoring

  • Own trainings and workshops

  • Take ownership of product rollout and operational documentation

Additional Tasks:

  • Support the management and staff

  • Act as a management escalation point for staff and issues

  • Performs management rotation support of upgrades and patches

  • Drive solutions, deliver on project goals and ensure SLAs are met

  • Lead internal projects, extended cross LoB activities/communication


  • Experience on any of the Java enterprise application servers JBoss / Tomcat / weblogic / websphere / Glassfish / tomcat

  • Database – Oracle

4-7 years’ experience with the following:

  • Linux Administration and Support

  • Java Application triage

  • Tomcat or JBoss administration

  • Scripting (shell, bash, perl, etc.)


  • Bachelor or Master Degree in Computer Sciences Technical Skills

  • English: Fluent

  • OS – Linux / Solaris

  • OS – Windows Server

  • Database Principles (at least on a basic level)

  • VMWare and Virtualization concepts

  • Java Administration & Monitoring (if is needed)

  • Performance tuning

  • Troubleshooting tools & techniques

  • Knowledge of shell / perl scripting

  • Tomcat/JBoss administration and troubleshooting

  • Monitoring tool management and administration (if is needed)

  • Ability to manage, teams that handle escalations and identify, isolate and resolve the issues

  • Process knowledge in Incident handling

  • Ability to take leadership to drive issues to resolution

  • Ability to hire, onboard and train

  • Mentoring and training of new staff

  • Time Management

  • Cross team collaboration

  • Ability to communicate and coordinate issues and drive resources to remediate issues

  • We appreciate: Java/J2EE administration (not mandatory),Linux Certification (not mandatory)


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 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection