Escalation Specialist
Job Title: Escalation Engineer
Location: Remote
Mode : Contract
Job Description;
• Own and Support Critical Customer Management to de-escalate customer situations by tracking top issues and action plans
• Communicate and collaborate with internal stakeholders (e.g. HEC Delivery, Sales, DBS Support & Consulting, Board)
• Communicate agreed Action Plan, solution approach, status and resolution to the customer
• Support Continuous Improvement for all related processes (HEC Delivery Management, Incident, Problem & Change Management etc.)
• Lead and/or participate in projects to leverage product and findings at customer sites
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 ECS Delivery and Digital Business Services
• Communicates the Action Plan, solution approach, status and resolution to the customer
• Communicates to and aligns with internal stakeholders (e.g. ECS Delivery, Sales, DBS Support & Consulting, Board)
• 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.
• Support Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations
EXPERIENCE
• 4+ years professional experience in Development, Product Management or Consulting or in a related field
• Excellent team player, with passionate, self-motivated and pro-active working style
• Proven track record in managing client / customer engagements
• Very good technical understanding of Service-oriented offerings and architectural layers
• Excellent communication and presentation skills in English – verbal and written
• Strong analytical and problem-solving skills
• Ownership of tasks and processes, set clear goals and follow-up on results
• Accustomed to working in an international / global virtual matrix organization
• Good technical understanding of IaaS offerings and architectural layers would be beneficial
• Experience working across Board Areas, LoBs and organizational boundaries would be beneficial
• Experience with SAP HANA Enterprise Cloud or SAP cloud products would be beneficial
Job Title: Escalation Engineer
Location: Remote
Mode : Contract
Job Description;
• Own and Support Critical Customer Management to de-escalate customer situations by tracking top issues and action plans
• Communicate and collaborate with internal stakeholders (e.g. HEC Delivery, Sales, DBS Support & Consulting, Board)
• Communicate agreed Action Plan, solution approach, status and resolution to the customer
• Support Continuous Improvement for all related processes (HEC Delivery Management, Incident, Problem & Change Management etc.)
• Lead and/or participate in projects to leverage product and findings at customer sites
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 ECS Delivery and Digital Business Services
• Communicates the Action Plan, solution approach, status and resolution to the customer
• Communicates to and aligns with internal stakeholders (e.g. ECS Delivery, Sales, DBS Support & Consulting, Board)
• 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.
• Support Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations
EXPERIENCE
• 4+ years professional experience in Development, Product Management or Consulting or in a related field
• Excellent team player, with passionate, self-motivated and pro-active working style
• Proven track record in managing client / customer engagements
• Very good technical understanding of Service-oriented offerings and architectural layers
• Excellent communication and presentation skills in English – verbal and written
• Strong analytical and problem-solving skills
• Ownership of tasks and processes, set clear goals and follow-up on results
• Accustomed to working in an international / global virtual matrix organization
• Good technical understanding of IaaS offerings and architectural layers would be beneficial
• Experience working across Board Areas, LoBs and organizational boundaries would be beneficial
• Experience with SAP HANA Enterprise Cloud or SAP cloud products would be beneficial
