SAP Escalation Lead -SAP ECS Global Customer Engagement 

India, Karnataka, Bengaluru 

22930136

What you'll do

• 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

Sales to Deliver Handover with integration to customer facing tools (data collection, changes)

• Technical build data preparation and planning
• Provisioning orchestration including integrations to customer facing tools (ticketing, handover to customer)
• As an app owner you become responsible for one of those apps and working in a team with other app owners.

​