Escalation Lead
3 weeks ago
At SAP, we're shaping the future of enterprise cloud services. As a Cloud Escalation Manager, you'll play a critical role in ensuring a seamless experience for our customers. This position requires a strong background in IT escalation and a passion for delivering exceptional service.
Your Responsibilities
• Manage and lead escalation cases involving ATLAS stakeholders to ensure effective mitigation plans are implemented.
• Serve as the first point of contact for any escalation related to ATLAS Customer Operations, focusing on de-escalation and alignment with stakeholders.
• Drive war rooms with key stakeholders and follow up until escalations are closed, providing regular updates to the ECS leadership team.
• Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution, taking ownership and driving through escalation channels.
Your Qualifications
• Hold an academic degree in informatics, business information technology, or a comparable professional experience.
• Possess 5-7 years of working experience as an IT Escalation Lead, with a background in IT support models and end-to-end escalation management.
• Have prior experience working as a de-escalation lead, with a deep understanding of Enterprise Cloud Services business models.
• Demonstrate open, conceptual thinking and an interactive mindset, with fluent skills in the English language.
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