SAP Escalation Lead

1 month ago


Bengaluru, Karnataka, India SAP Full time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.

Job Title

SAP Escalation Lead - SAP ECS Global Customer Engagement

What you'll do

SAP is modernizing the internal IT toolchain for providing Private Cloud Services to their customers. As part of the new toolchain, several new internal applications are being developed to support internal business processes within the Enterprise Cloud Service organization. As part of an integrated E2E process with cross-disciplinary dependencies, the applications will be essential parts of the delivery backbone of SAP Enterprise Cloud Service.


Manages and leads escalation cases involving ATLAS stakeholders and ensures that mitigation plans are implemented.


First point of contact for any escalation related to ATLAS Customer Operation.


Focus is to de-escalate the case and align with ATLAS stakeholders.


Drive war rooms with key stakeholders.


Follow up with ATLAS stakeholders until escalation is closed.


Provide regular updates to ECS leadership teams on escalations.


Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution.

What you'll bring


An academic degree in informatics, business information technology, or comparable professional experience.


5 to 7 years of working experience as an IT escalation lead.


Worked in IT support models, managed end-to-end escalations.


Prior experience working as a de-escalation lead.


Understanding of Enterprise Cloud Services business models.


An open, conceptual thinking, and interactive mindset.


Fluent skills in English language.


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