Escalation Officer

What you’ll do

The ECS Escalation Lead will be owning customer-centric & ECS escalations End-to-End. Responsible for making sure the appropriate resources from various technical as well as customer-delivery teams are assigned to an escalation and are efficiently and effectively working together under her/his coordination until the customer situation is de-escalated.

The Role:

• 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 the escalation in hand by following existing processes and resources within ECS

• Continuous and thorough documentation and reporting of progress made towards resolution and report to leadership and stakeholders.

• Understanding the pain points of our customers and translating them into improv...