DevOps Engineering Autonomous Enterprise Customer Communications Associate San Pedro Garza Garc a, Nuevo L on - SAP

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.

What you'll build

In this role, you will be a key member of SAP's Global Cloud Operations (GCO) organization, helping shape how operational excellence, AI-powered systems, and cloud services are communicated to customers and stakeholders.

The Customer Crisis Communications – Root Cause Analysis (CCC-RCA) team under GCO's Cloud Service Management organization provides customer-facing Root Cause Analysis to a subset of SAP's lines of business, ensuring that customers receive accurate post-investigation reports that are geared toward maintaining confidence and rebuilding trust with SAP following major cloud incidents that impact their business.

As SAP advances toward the Autonomous Enterprise, you will play a critical role in translating complex operational incidents, service disruptions, and technical investigations into clear, meaningful, and customer-focused narratives that build trust and confidence.

You will serve as the bridge between technical experts, cloud operations teams, AI-focused stakeholders, and customers, ensuring that communications are accurate, insightful, and aligned with SAP's commitment to transparency and continuous improvement.

Your work will help customers understand how AI-enabled operations, intelligent workflows, automation, and cloud technologies work together to deliver resilient and reliable business outcomes across SAP's application ecosystem.

Own the development and delivery of Customer Root Cause Analysis (CRCA) and Internal Root Cause Analysis (IRCA) reports for major service incidents and business-critical operational events.

Translate complex technical investigation findings into business-oriented communications for customers, executives, and non-technical stakeholders.

Develop clear narratives that explain customer impact, contributing factors, resolution actions, and long-term improvement initiatives.

Ensure communications reinforce transparency, accountability, and customer trust throughout the incident lifecycle. https://sap-my.sharepoint.com/personal/dharel_placido_sap_com/_layouts/15/Doc.aspx?sourcedoc={0DDAE373-BF31-474E-A9FE-7EB303542D15}&file=Job%20Description%20-%20Autonomous%20Enterprise%20Communications%20Specialist.docx&action=default&mobileredirect=true

Transform operational and technical data into compelling stories that highlight business context, customer impact, and operational outcomes.