Escalation Lead
3 months ago
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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Job Title
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 part of the delivery backbone of SAP Enterprise Cloud Service. As an Escalation lead you become responsible for one of those apps and working in a team with other app owners.
• Manages and lead escalation cases involving ATLAS Stakeholders and ensure that mitigation plan is 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 room with Key Stakeholders.
• Follow up with ATLAS Stakeholders until escalation is closed.
• Provide regular updates to ECS leadership team on Escalation.
• Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution
• Take ownership, drive through escalation channels, ensure escalation/ Incident is recovered.
What you'll bring
• an academic degree in informatics, business information technology or comparable professional experience
• 5 to 7 years working experiences as IT Escalation Lead.
• Worked in IT Support model, managed End to End Escalation
• Prior experience worked as 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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