SAP Associate De-Escalation Officer 

Italy, Lombardy 

479814550

What you`ll do:

· Eyes-on-Glass Monitoring of Major / Critical incidents to prevent major escalations.

· Proactively engage for incidents that needs attention, traction, and expediting processing.

· Orchestrates and facilitates processing of Very High incidents / situations within and outside of ECS by navigating cross-departmental escalation processes.

· Engages for Safeguarding, Top Critical Customer Escalation Activities.

· Works closely and in coordination with various units/roles of ECS Delivery Organization like Major Incident Management (MIM), Technical Operations (Tech Ops) and experts from various service areas and with customer facing roles from ECS Regions like Client Delivery Manager (CDM) / Technical Service Manager (TSM) / Regional Managers / Regional Heads.

· Communicates the Action Plan, solution approach, status updates and resolution to the customer.

· Communicates to and aligns with internal stakeholders.

· Working in 24*7 team requires also working on the weekends/public holidays, flexibility in working hours.

· Fresh graduates/interns or 1-3 years of professional experience in Cloud Operations, Product Support or Development Support or Services & Support or Consulting or in similar customer facing role.

· Experience with SAP Enterprise Cloud Services or SAP Cloud Product/Solution Operations, good technical know-how of PaaS, IaaS, SaaS architecture and offering.

· SAP System Administration skills – Working experience in SAP BASIS; ABAP; HANA DB, etc.

· Self-learner, action-oriented, results-oriented, good analytical, problem solving, multi-tasking and self-organizing skills.

· Excellent interpersonal, communication, documentation and presentation skills in English.

· Able to work in an international / global virtual matrix organization.

· Cloud Operations / Cloud Technology skills or certifications are a plus.

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