SAP Senior De-Escalation Officer - Japanese Dalian/Shanghai 

China, Liaoning 

438138097

What You'll Do:

EXPECTATIONS AND TASKS

• Owns critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall Action Plan with input of the Cloud Major Incident Manager (MIM), Manager on Duty (MoD) & experts from various areas of Delivery teams and Customer Solution Support focusing on Japan ECS customers.

• Support Critical Customer Management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities focusing on Japan ECS customers.

• Understand the pain points of regional (top) customers and translating them into improvement initiatives across our ECS delivery organization. E.g. quality improvement in daily stand-up call focusing on Japan.

• Collaborate with ECS team (CDM/TSM/PL/PC3 team,etc) to proactive review potential critical situation and support to create back to green plan.

• Support and executing strategic customer initiatives, by identifying and implementing pro-active safeguarding measures such as customer engagement reviews for our top accounts.

• Support other initiatives and service delivery on global level as well.

What You Bring:

Required skills

• Business communication skill in Japanese with communication and presentation skills in English

• Proven track record in managing client / customer engagements either in Sales / Pre-Sales, Consulting, Hosting or Customer Solution Support Environment

• Accustomed to working in an international / global virtual matrix organization

• Ability to work across Board Areas, LoB and organizational boundaries

• Well-developed analytical and structuring skills

• Good technical understanding of IaaS offerings and architectural layers

• Experience in SAP either application or technical areas

Preferred skills

• Good understanding of SAP’s ReInvent strategy of Winning in the Cloud and Moving our Installed Base to the cloud, Perspective on current Cloud Hosting trends and their impact on business strategies

• Good understanding of SAP ECS and private Cloud Delivery.

• Good understanding or have experience with SAP Customer De-Escalation and SAP Mission Critical Support processes.

• Experience with senior executive’s communication including customer C-level stakeholders during escalating situations

• Knowledge of SAP supporting tools (minimum basic understanding)

WORK EXPERIENCE

5 – 7 years professional experience, out of which minimum 2 years in similar position

Shanghai or Dalian, China

EXPECTED TRAVEL

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