About the Role
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...
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