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Escalation Manager
Job Summary
A company is looking for an Escalation Manager - Major Incident Manager.
Key Responsibilities
- Own and support critical customer management to de-escalate situations by tracking top issues and action plans
- Communicate and collaborate with internal stakeholders and customers regarding action plans and resolutions
- Support continuous improvement for related processes and lead projects to leverage findings at customer sites
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
- Good technical understanding of IaaS offerings and experience with SAP HANA Enterprise Cloud or SAP cloud products is beneficial
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COMPLETE JOB DESCRIPTION
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