ECS Escalation Lead
The ECS Escalation Lead will be owning customer-centric & ECS escalations End-to-End.
Responsible for ensuring appropriate resources from various technical as well as customer-delivery teams are assigned to an escalation and are efficiently and effectively working together under their coordination until the customer situation is de-escalated.
Responsibilities
Handle escalations relevant for the customer, region or ECS by strong collaboration with Delivery and various teams in SAP.
Manage complex and high-stake situations with clear and transparent communication.
Analyse and build strategies to resolve escalations in hand following existing processes and resources within ECS.
Continuous and thorough documentation and reporting of progress made towards resolution and report to leadership and stakeholders.
Understand the pain points of our customers and translate them into improvement initiatives across our ECS delivery organization.
Get involved in customer communication in case customer facing teams require support.
Drive internal technical calls and coordinate implementation of safeguarding structures.
Define and execute strategic customer initiatives.
Identify and implement proactive safeguarding measures such as customer engagement reviews for our top accounts.
Identify and report outliers in existing processes which lead to escalation situations and recommend sustainable solutions for long-term improvement in Delivery.
Build strategic partnerships with key decision makers within and outside ECS Delivery.
Support overall organization in continuous improvement by applying learnings from past escalations to future ones.
Closely work with business in a customer-oriented manner and with proactive service attitude in a highly motivated, globally distributed team.
Liaise with key stakeholders within SAP and at customer side to build a trusted relationship to ensure customer success.
Qualifications
At least 7 years of experience in IT/Cloud Operations or a related field and at least 3 years of active experience in Incident and Escalation Management.
Analytical and strategic planning skills to handle complex escalations.
Extensive knowledge about IT Service Management (ITIL).
Calm and mediation approach to handle high pressure situations.
Broad knowledge in infrastructure-, database- and application-operations, and enterprise cloud operations and delivery.
Willingness and eagerness to learn about and understand new technologies and their impact on overall service delivery.
Experience in verbal and written communication with Senior Management up to C-Level; experience with project management tools and software.
Experience in verbal and written customer-facing communication is a plus.
Experience in handling live technical incidents is a plus.
About SAP
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
Inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
Any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: | Work Area: Software-Design and Development | Expected Travel: 0-10% | Career Status: Professional | Employment Type: Regular Full Time
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