Global Cloud Infrastructure Delivery (GCID) is responsible for running SAP’s backend technology including operations of state-of-the-art data centers and the technical platforms as integral part and foundation for all SAP Cloud solutions and services around the globe. We provide these shared services for SAP’s external Cloud Business and for SAP’s internal infrastructure such as development, training, or demo landscapes. GCID Cloud Control Center is the customer face of GCID providing a central, first point of contact for our Cloud Infrastructure Customers. We ensure the end-to-end coordination of the resolution of incidents, root-cause-analysis, service requests and any other inquiries on behalf of our GCID customers. The Major Incident Management Team runs globally in a follow the sun shift model. We take care of incident escalation management to ensure fastest possible restoration in case of service down or degradation.