We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Responsible for Incident Management and functional troubleshooting of ATLAS Tool chain Analyze, troubleshoot Incidents / Service request related to ATLAS tool chain. Align with all the stakeholders to ensure we focus on resolution of tickets.  Escalation Management: Invoke Escalation when needed. Ensure Incidents/ Request are responded and  resolved within SLA/OLA.  Analysing support workflows and making suggestions to improve efficiency and effectiveness. Effective communication with Leadership team and with the team. Regular Review of OLA with all internal Stakeholders Support the team, by creating Knowledge base which will help the ITSM unit.  Tickets to be analysed, troubleshooting.  6+ years’ experience working in Operations support model. Experience in delivering frontline customer management. 3-5 years hands on experience in ITIL Process which includes Incident, Service Request and Change request. Project management experience in transition &/or service introduction is plus.  Demonstrated understanding of common customer service tools and processes. Ability to communicate effectively with senior executives/ management. Excellent analytical and problem-solving skills. Attention to detail and accuracy in financial data analysis and reporting. Ability to work independently and collaboratively in a team environment. Effective communication and interpersonal skills Experience in a multinational or cross-cultural work environment. Global Customer Engagement is enhancing customer engagement across SAP Enterprise Cloud Services. We focus on the overall delivery engagement, with holistic coverage of all customer-facing units in SAP Enterprise Cloud Services under one umbrella. To ensure scale and efficiencies at doing that, Global Customer Engagement unit has been introduced. We are a global team within one of the most dynamic units at SAP. If you are passionate about leveraging data and information to drive strategic initiatives, and are looking for an opportunity to make a meaningful impact, we encourage you to apply for the role.  ​Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 406905  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.