Denis Theinert

About

As De-Escalation Architect on SAP Cloud Commerce, I own the cross-team management of business-critical situations, from disruptions to degradations, from first signal through to resolution. That means running Major Incident Management: assessing service impact, pulling in the right technical teams across EMEA/APJ/AMER, driving the room toward restoration, and keeping internal and executive stakeholders aligned throughout. I work closely with Problem Management to turn every incident into corrective and preventive action, so the same failure mode doesn't come back. It's a role built on technical depth, calm-under-pressure coordination, and clear communication across every level of an organization.

That comes from years of building technical credibility at SAP SE, moving up through Technical Account Management and escalation leadership into the De-Escalation Architect role. I lead incident response as someone who understands the systems involved, not just the process around them. I'm now building on that foundation as an incoming DevOps Engineering Expert.

Fluent in English and German, with beginner-level Chinese. I'm a strong communicator and presenter with sharp analytical and problem-solving instincts, learn quickly, interpret information accurately, and work comfortably across levels, from engineers to executives. Colleagues call me an all-rounder and a problem solver.

Specialties: Major Incident Management, Cross-Team & Cross-Functional Leadership, Business-Critical Incident Response, Executive & Stakeholder Communication, Problem Management, ITIL Service Management, Global & Multicultural Team Leadership.

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