Escalation Lead
1 month ago
We help the world run better
At SAP, we empower individuals to bring out their best. Our company culture is built on collaboration and a shared passion to help the world run better. We focus on building the foundation for tomorrow and creating a workplace that values diversity, flexibility, and a purpose-driven approach. Our team environment is highly collaborative, caring, and focused on learning and development, with recognition for individual contributions and a variety of benefit options.
Job Title
Escalation Lead - SAP ECS Global Customer Engagement
What you'll do
SAP is modernizing its internal IT toolchain for providing Private Cloud Services to customers. As part of this effort, several new internal applications are being developed to support internal business processes within the Enterprise Cloud Service organization. As an Escalation Lead, you will be responsible for one of these applications and work in a team with other app owners.
• Manage and lead escalation cases involving ATLAS stakeholders and ensure that mitigation plans are implemented.
• Serve as the first point of contact for any escalation related to ATLAS Customer Operation.
• Focus on de-escalating cases and aligning with ATLAS stakeholders.
• Drive War room sessions with key stakeholders.
• Follow up with ATLAS stakeholders until escalation is closed.
• Provide regular updates to ECS leadership on escalation.
• Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution.
• Take ownership, drive through escalation channels, and ensure escalation/incident recovery.
What you'll bring
• An academic degree in informatics, business information technology, or comparable professional experience.
• 5-7 years of working experience as an IT Escalation Lead.
• Experience working in an IT support model, managing end-to-end escalation.
• Prior experience as a De-escalation Lead.
• Understanding of Enterprise Cloud Services business model.
• An open, conceptual thinking, and interactive mindset.
• Fluent skills in English language.
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