Escalation Engineer

Job Summary

A company is looking for an Escalation Specialist to manage critical customer situations and enhance service delivery processes.

Key Responsibilities

• Own and support critical customer management to de-escalate situations by tracking issues and action plans
• Communicate and collaborate with internal stakeholders to align on action plans and solutions
• Support continuous improvement for delivery processes based on feedback from critical customer situations

Required Qualifications

• 4+ years of professional experience in Development, Product Management, Consulting, or a related field
• Proven track record in managing client/customer engagements
• Very good technical understanding of service-oriented offerings and architectural layers
• Experience working in an international/global virtual matrix organization
• Familiarity with IaaS offerings and experience with SAP HANA Enterprise Cloud or SAP cloud products is beneficial