Customer Outage Lead

Selected candidate must attend Monterrey office 3 days a week. Submit resume in English to be considered.

The Customer Outage Communications Lead’s (COCL) primary responsibilities include overseeing the Integrated Outage Communication (IOC) process, supporting cross‑organizational collaboration, and regularly communicating with customers, board and field colleagues regarding incident impact, resolution progress and customer impact. The role works closely with major incident management and cloud operations to ensure quality, transparent, and timely communications with customers, board and field colleagues.

• Provide the best possible customer and executive support during major incidents, collaborating seamlessly with cloud operations and infrastructure teams.
• Ensure that SAP field colleagues, the SAP executive board, and customers receive accurate and timely information during major incidents, maintainin...