Empregos atuais relacionados a Critical Incident Engagement and De-escalation - Porto Alegre - SAP

  • Critical Incident Manager

    1 semana atrás

    Porto Alegre, Brasil Decision Group Tempo inteiro

    **Código**: 8682 **Título da vaga**: CRITICAL INCIDENT MANAGER - 52032811 **Local**: São Leopoldo, RS **Nível Profissional**: Júnior **Nível Acadêmico**: Ensino Superior Completo **Áreas de Atuação Profissional**: TI - Suporte **Descrição**: Must have skills - Understand the Incident and the diagnostic/resolution actions attempted already...

  • SAP Ixp Intern

    4 semanas atrás

    Porto Alegre, Brasil SAP Tempo inteiro

    **We help the world run better****About the SAP Internship Experience Program**The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers.**Three reasons to intern at SAP****1. Culture of collaboration**:meet with mentors, make new friends...

  • Major Incident Manager

    Há 19 horas

    Porto Alegre, Brasil ADP Tempo inteiro

    **ADP is hiring a Senior Major Incident Manager** - _Do you like a fast-paced, collaborative environment where no two days are alike?_ - _Are you able to understand and explain technical issues to the masses?_ - _Have you ever wanted to visualize the technology tree from above instead of sitting on only one of its branches._ **_Hybrid work model, office...

  • Major Incident Manager

    4 semanas atrás

    Porto Alegre, Brasil ADP Tempo inteiro

    **ADP is hiring a Senior Major Incident Manager**- _Do you like a fast-paced, collaborative environment where no two days are alike?_- _Are you able to understand and explain technical issues to the masses?_- _Have you ever wanted to visualize the technology tree from above instead of sitting on only one of its branches._**_Hybrid work model, office located...

  • Senior Major Incident Manager

    Há 19 horas

    Porto Alegre, Brasil ADP Tempo inteiro

    **ADP is hiring a Senior Major Incident Manager** - _Do you like a fast-paced, collaborative environment where no two days are alike?_ - _Are you able to understand and explain technical issues to the masses?_ - _Have you ever wanted to visualize the technology tree from above instead of sitting on only one of its branches?_ **Hybrid work model, office...

  • Senior Major Incident Manager

    4 semanas atrás

    Porto Alegre, Brasil ADP Tempo inteiro

    **ADP is hiring a Senior Major Incident Manager**- _Do you like a fast-paced, collaborative environment where no two days are alike?_- _Are you able to understand and explain technical issues to the masses?_- _Have you ever wanted to visualize the technology tree from above instead of sitting on only one of its branches?_**Hybrid work model, office located...

  • Strategic Talent Engagement Lead

    1 dia atrás

    Porto Alegre, Brasil Bebeeengagement Tempo inteiro

    Strategic Talent Engagement LeadThe primary focus of this role will be on overseeing the end-to-end talent engagement process.This encompasses executing operational steps, including scheduling interviews, communicating with candidates, reporting collected information, and collaborating with internal stakeholders.While executing these tasks, the individual in...

  • Principal Game Designer, Engagement

    Há 4 dias

    Porto Alegre, Rio Grande do Sul, Brasil Epic Games Tempo inteiro R$80.000 - R$180.000 por ano

    WHAT MAKES US EPIC?At the core of Epic's success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it's building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we're always innovating.Being Epic means being a...

  • Community Engagement Specialist

    Há 6 dias

    Porto Velho, Brasil Bebeeengagement Tempo inteiro

    Job DescriptionWe are seeking a skilled and dedicated Community Engagement Specialist to cultivate and grow a strong, engaged, and purpose-driven community.You will be the face and heart of our community, responsible for building and managing online communities across various platforms.Your primary objective is to create engaging strategies and initiatives...

  • SAP Ixp Intern

    Há 4 dias

    Porto Alegre, Brasil SAP Tempo inteiro

    **We help the world run better** **About the SAP Internship Experience Program** The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers. **Three reasons to intern at SAP**: **1. Culture of collaboration**:meet with mentors, make new...

Critical Incident Engagement and De-escalation

4 semanas atrás

Porto Alegre, Brasil SAP Tempo inteiro
**What we offer**
**Company Description**
Department: Business Network and Applications (SAP Ariba)
**Job Description Overview**
The primary responsibility of the Critical Incident Engagement and De-escalation Lead is to own and diffuse critical customer situations by leveraging expert level product and technical knowledge coupled with superior communication and customer management skills. The Critical Incident Engagement and De-escalation Lead will represent SAP Ariba as a primary point of contact both owning and driving resolution for escalated high priority incidents. As the point of contact the Critical Incident Engagement and De-escalation Lead will engage with internal/external stakeholders and executives driving or owning actionable items. The Critical Incident Engagement and De-escalation Lead will be required to develop and maintain a close partnership with SAP Ariba Support Engineers, Solution Architects/Experts and SAP Ariba Engineering resources to achieve desired outcomes for various customer-specific issues.
**Key Responsibilities**:
**1) Issue Ownership**
- Participate in broad and limited impacting critical customer issue collaboration calls
- Work with Engineering and Support Architect to determine the list of impacted customers as well as symptoms impacted customers may experience
- Represent the voice of the customer during broad and limited impacting critical customer issue collaboration calls
- Drive resolution of escalated situations by developing and executing on action/communication plans.
- Leverage technical/product/business expertise to facilitate a deep understanding of escalated situations.
- Leverage superior customer management and communication skills to properly represent SAP Ariba in any customer-facing situation both internally and externally.
- Prepare customer-facing root cause analyses (RCA) for critical incidents.
**2) Incident Engagement**
- Triage escalated issues via technical/cause analysis and provide impact assessment to unblock customers in critical situations
- Conduct a thorough analysis of escalations to gain valuable understanding of the situation and pushback where applicable using data and other fact-based conclusions
- Direct customer communication to properly understand issues and translate reported symptoms into problem statements and root causes
- Develop and execute on a repeatable framework for consistent engagement and outcomes
- Set, manage, and deliver against expectations.
**3) Partnership and Collaboration**
- Tight collaboration within MCS/Support Engineers to facilitate alignment and ownership on actionable items
- Partnership with Architects/Experts to engage on complex technical or defect-related issues
- Daily collaboration with Leaders within Support and CVO to ensure proper priority ranking of escalated issues
**Strategic and Management Tasks**:
- Engage in variety of customer-facing situations to drive proper business outcomes
- Full alignment with leadership to support the achievement of organizational goals
- Provide clear visibility and action plans for customer situations to SAP Ariba senior management/executives
- Properly document and report-out on active escalations and root cause trends
- Work as functional/technical lead in de-escalation and CIRS situations
**Other Key Tasks**
- Build and maintain an expansive network within SAP/SAP Ariba to understand and drive outcomes
- Close cooperation with other organizational key stakeholders
**Preferred Qualifications**:
- Bachelor’s degree with a technical discipline
- 5+ Years working with a web-based software solution
- 5+ Years of experience in a previous Support, Consulting, Engineering, or leadership role
- Experience working with Spend Management Solutions and/or Web-based Enterprise Application Architecture/Infrastructure
**Skills and Abilities**:
- Team player with strong problem-solving skills and a “can do” attitude
- Strong communication skills and experience managing difficult situations
- Must be detail-oriented and have ability to manage priorities and deadlines
- High energy with the capability to multi-task in a dynamic, rapidly-growing organization.
- Ability to work with technical and business-oriented teams
- Ability to work collaboratively with employees within department and across functions
- Aptitude for understanding how SaaS solutions solve business problems
- Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions.
SAP Ariba is an EEO/Affirmative Action employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected category.
Please, submit your **CV in English**. Only CVs submitted in this language will be assessed.
**OUR PLEDGE TO FLEX WORK**
At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we **pledge to flex*