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escalation specialist

NOK Human Capital

<div>
 
 
 Job Purpose
 
 
 
 A dedicated
 
 Escalation Specialist
 
 is required to join the
 
 Maintenance Operations Centre (MOC)
 
 team. This role is essential in providing
 
 24/7 monitoring and response
 
 for a global facility network, ensuring continuous operation through effective vendor management and technical support.
 
 
 The successful candidate will be responsible for
 
 first-line monitoring, vendor dispatch coordination, and escalation management
 
 across multiple business units.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Respond to and triage incoming work requests within standard
 
 Service Level Agreements (SLAs)
 
 .
 </li>
 <li>
 Manage remote work activities from initiation to completion, including
 
 work order and purchase order creation and receipting
 
 .
 </li>
 <li>
 Communicate effectively and efficiently with key stakeholders, including
 
 Maintenance, Operations, and Health &amp; Safety
 
 teams.
 </li>
 <li>
 Provide timely updates on vendor status and take the lead in coordinating works during escalations.
 </li>
 <li>
 Identify and escalate critical issues through appropriate channels to maintain equipment reliability and minimize operational impact.
 </li>
 <li>
 Monitor, respond to, and manage
 
 refrigeration alarm systems
 
 , ensuring prompt attention to critical alerts.
 </li>
 <li>
 Manage and prioritize work queues based on urgency and SLA requirements.
 </li>
 <li>
 Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues.
 </li>
 <li>
 Execute emergency response procedures during critical facility incidents.
 </li>
 <li>
 Document all actions taken and maintain accurate case records.
 </li>
 <li>
 Support
 
 continuous improvement initiatives
 
 for processes and procedures to enhance operational efficiency.
 </li>
 </ul>
 
 
 Qualifications
 
 
 
 
 
 
 &bull; High school diploma or equivalent
 
 
 &bull; Experience in technical support, facilities management, or related field
 
 
 &bull; Strong problem-solving and analytical skills
 
 
 &bull; Excellent written and verbal communication abilities
 
 
 &bull; Proficiency in Microsoft Office Suite
 
 
 &bull; Experience with CMMS systems and work order management
 
 
 &bull; Ability to work in a 24/7 shift environment
 
 
 &bull; Customer service oriented with strong attention to detail
 
</div>

Escalation Specialist

<div>
 
 The Applications Support Senior Specialist provides applications production support for Transmed enterprise systems and actively participates and assists with various applications driven projects, including releases, upgrades, new implementations, users&rsquo; documentation, and training. The Applications Support Senior Specialist provide coverage for change management of both internally developed, partners and vendors provided applications and systems, including ensuring that quality assurance and testing of applications and systems features, and impact analysis is accomplished prior to moving changes into the Transmed business IT production environment.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
 
 * Provides advanced applications support in identifying appropriate resolutions to Transmed business applications operational, administrational and support requests.
 
 
 
 
 
 * Performs technical 2nd level applications support, evaluation, installation, maintenance, and support for Transmed enterprise applications.
 
 
 
 
 
 * Coordinates with various business functions and teams on implementation and maintenance of Transmed enterprise applications and systems.
 
 
 
 
 
 * Collaborates with various IT teams on issues resolutions, applications, and systems implementation into production environment.
 
 
 
 
 
 * Researches, recommends, and implements best practices to applications and systems requests and issues resolution.
 
 
 
 
 
 * Participate in the development and validation of applications support requirements, standard operating procedures, service levels settings and escalation matrix, problems, and incidents management processes
 
 
 Qualifications
 
 
 
 
 
 &checkmark; 3 to 5+ years of experience with enterprise applications, relationship databases, scripting, software administration, and applications support.
 
 
 &checkmark; Experience supporting applications in a multisite enterprise organization in a complex and matrix environment.
 
 
 
 
 
 &checkmark; Considerable knowledge and familiarity with applications development lifecycle and maintenance of applications and enterprise systems.
 
 
 
 
 
 &checkmark; Very good knowledge of Oracle and Microsoft applications platforms and enterprise mobile applications on iOS and Google Android operating systems, Java/XML, and HTML.
 
 
 
 
 
 &checkmark; Excellent interpersonal skills for establishing and maintaining effective working relationships with internal users and external customers and vendors.
 
 
 
 
 
 &checkmark; Excellent written and verbal communication skills for corresponding with Transmed employees and external customers, suppliers, partners, and vendors to collaborate on technical applications support requirements.
 
 
 
 
 
 &checkmark; Critical thinking, problem-solving, time management, planning, and organizing skills
 
 
 Industry
 
 
 Outsourcing and Offshoring Consulting
 
 
 Employment Type
 
 
 Full-time
 
 
 
</div>

Sr. Mobile Application Support Engineer

All for One Egypt

<div>
 
 One world for making it all happen - what would it be like to be part of it?
 
 
 
 
 
 More than 4,000 clients, predominantly in the German-speaking mid-market, count on All for One for Business Consulting, SAP and Microsoft solution implementation and operations, as well as on custom software (product) development.
 
 
 Our Regional Delivery Center in Alexandria, Egypt, plays a pivotal role in this mission. With a growing team of more than 120 highly skilled professionals, the Alexandria unit contributes significantly to the success of our clients by delivering innovative solutions and ensuring seamless collaboration with our strategic Technology and Solution Partners SAP and Microsoft.
 
 
 
 
 
 We are the number one SAP Platinum partner in the German-speaking midmarket and a Microsoft Gold Partner.
 
 
 
 
 
 For our Regional Delivery Center in Alexandria, Egypt, we are looking for a:
 
 
 
 
 
 
 SAP FI Consultant (m/f/d)
 
 
 
 
 
 
 What makes your job exciting:
 
 <ul>
 <li>
 As a Support Consultant, you are the first point of contact for our customers on all SAP sales topics
 </li>
 <li>
 You implement corrections in your specialist area in collaboration with our Basis Consultants
 </li>
 <li>
 Your diverse range of tasks includes accepting, analyzing and resolving or forwarding customer reports and tickets as well as tracking and reporting them back to the customer using the Group's own ticket system
 </li>
 <li>
 You will always keep an eye on the respective Service Level Agreements (SLA) with our customers and ensure the implementation of a defined escalation process in the event of non-compliance
 </li>
 <li>
 Your area of activity also includes developing solutions together with our customers for business-critical processes
 </li>
 <li>
 As part of a spot consultation, you will provide our customers with comprehensive support via telephone and electronic support media and recommend suitable improvement options and, if necessary, implement these in cooperation with the customer.
 </li>
 <li>
 Through your support, you create the basis for fast and secure communication and solution finding for our customers and contribute significantly to better customer loyalty
 </li>
 </ul>
 
 
 
 
 Your benefits:
 
 <ul>
 <li>
 Challenging and varying assignments with world market leaders and hidden champions
 </li>
 <li>
 Vast opportunities for building, nurturing and honing your skills through regular knowledge exchange with our experts
 </li>
 <li>
 Autonomy, flexibility in your daily work
 </li>
 <li>
 Extensive opportunities for growth and professional development supported through our mentoring system and onsite training programs in Germany
 </li>
 <li>
 Secure role in a friendly, open-minded, and committed team
 </li>
 <li>
 Attractive salary package; social insurance and private medical insurance
 </li>
 <li>
 40 hours per week with German calendar
 </li>
 </ul>
 
 
 
 
 Your experience:
 
 <ul>
 <li>
 In addition to successfully completing vocational training or a degree, you have several years of practical experience in SAP FI support or as a key user in in-house projects
 </li>
 <li>
 You have experience in supporting customers or specialist departments in SAP FI/CO operations: administration, support and monitoring
 </li>
 <li>
 When advising customers, you value a trusting and cooperative partnership
 </li>
 <li>
 Excellent level of English is a prerequisite for advising customers
 </li>
 <li>
 Your strength lies in recognizing problems, analyzing their causes and finding possible solutions
 </li>
 <li>
 Team spirit, resilience and the necessary flexibility to react quickly to new requirements are a matter of course for you
 </li>
 </ul>
 
 
 
 
 
 We look forward receiving your online application!
 
 
</div>

SAP FI Consultant

PepsiCo

<div>
 
 As a
 
 Fleet Control Tower Agent
 
 , you will be on the front lines of our control center &mdash; monitoring live fleet data, identifying safety violations, and taking immediate action based on our escalation protocols. You&rsquo;ll be responsible for ensuring all activities align with our Service Level Agreements (SLAs) and Safety Standards, making a tangible impact on performance and driver well-being.
 
 
 
 
 
 This role requires shift flexibility as it operates in a 24/7 service environment with rotating schedules, including weekends and holidays.
 
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Ensure Service Excellence: Deliver consistent, high-quality services aligned with defined SLAs and KPIs, while driving operational efficiency and continuous improvement.
 </li>
 <li>
 Monitor and Respond: Provide a high level of real-time monitoring and customer service to ensure all incidents and safety violations are managed effectively and in full compliance with company policies and legal requirements.
 </li>
 <li>
 Violation Validation: Accurately validate reported violations to determine legitimacy and ensure fair and precise assessments.
 </li>
 <li>
 Immediate Driver Action: Take immediate corrective actions with drivers&mdash;verbally and in writing (both English and Arabic)&mdash;to prevent or mitigate potential risks.
 </li>
 <li>
 Data Documentation: Maintain detailed, accurate shift records of all violations and incidents to support compliance and performance tracking.
 </li>
 <li>
 Cross-Functional Collaboration: Work closely with the Health &amp; Safety team to identify potential operational risks and support the development of corrective action plans.
 </li>
 <li>
 Knowledge Sharing: Contribute to the ongoing improvement of internal processes and knowledge bases to ensure the team remains informed and aligned.
 </li>
 <li>
 High-Risk Escalation: Escalate high-risk violations or repeat offenders to senior leadership, in line with the established escalation protocols.
 </li>
 <li>
 Behavioral Analytics: Leverage big data tools to analyze driver behavior, identifying trends and insights that support continuous improvement.
 </li>
 <li>
 Data Presentation: Present analytical findings in a clear, actionable format to support data-driven decision-making across the fleet and safety functions.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 0&ndash;1 year of experience in a call center, shared services, or control tower environment.
 </li>
 <li>
 Technical Proficiency: Strong computer literacy with the ability to swiftly learn, navigate, and adapt to multiple digital systems, dashboards, and fleet monitoring platforms. Exposure to telematics, data visualization tools, and service management platforms is a plus.
 </li>
 <li>
 Analytical Skills: Sharp analytical thinking with the ability to interpret large volumes of data, detect patterns, and generate actionable insights. Comfort with basic reporting tools is required; familiarity with Excel, Power BI, or similar platforms is highly desirable.
 </li>
 <li>
 Shift Flexibility: Willingness to work in a 24/7 shift-based environment, including weekends and holidays, as part of a rotating schedule.
 </li>
 <li>
 Time Management: Ability to handle multiple tasks simultaneously, prioritize effectively, and maintain composure under time-sensitive situations.
 </li>
 <li>
 Safety Focus: Strong personal commitment to safety, risk prevention, and adherence to operational protocols.
 </li>
 <li>
 System Knowledge: Experience with ticketing systems, service desk tools, or escalation workflows is advantageous.
 </li>
 <li>
 Monitoring Tools: Knowledge of fleet monitoring or control tower systems is a strong asset.
 </li>
 <li>
 Cultural Awareness: Proven ability to work in diverse, cross-cultural teams and adapt communication styles accordingly.
 </li>
 <li>
 Customer Orientation: A service-first mindset with a consistent track record of delivering high-quality support to both internal and external stakeholders.
 </li>
 <li>
 Collaboration: Excellent team player with the ability to build trust, contribute to a positive team environment, and partner effectively with multiple functions (e.g., safety, logistics, operations).
 </li>
 <li>
 Communication: Exceptional verbal and written communication skills. Must be able to deliver clear, confident messages in both routine and high-pressure situations. Strong English proficiency (spoken and written) is required.
 </li>
 </ul>
 
 
</div>

Fleet Control Tower Agent

SSC HR Solutions

<div>
 Leads and directs bids including costs, staffing, technical leadership and project evaluation and is responsible for the quality and consistency of all proposals. Identifies areas of development and improves the Bid Management service provided to the Sales, Opportunity and Account community. Analyses bids/proposals at all stages ensuring that overall solution optimizes client's chance of success. Sets up overall strategy for the bid team, partnering with the Sales Lead, including pre-Sales activities and co-operation with cross-discipline and onshore colleagues for qualification meetings, presentations and proposal presentations. Accountable for overall quality of response to client.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Direct and formalize bid process including budget, staffing and administration
 </li>
 <li>
 Identify value drivers fitting with client and opportunity situation, develop value messaging and positioning based on joint value creation and develop a proposition plan mapping value drivers/targeted units/ phasing/resources (including use of partners)
 </li>
 <li>
 Monitor and evaluate risks and report bid status to management Ensure overall consistency of the bid strategy and anticipate critical success factors
 </li>
 <li>
 Identify the right profiles for the bid team (Solution Architect, Risk Manager, Commercial Manager, Industry Specialist, Sales Operations), demonstrating leadership qualities and ability to mentor
 </li>
 <li>
 Address complex issues involving interactions up to client executive and internal executive level
 </li>
 <li>
 Manage escalation process with large bids including communication with Sales Operations and Sales Management team
 </li>
 <li>
 Master project management, meetings and negotiations techniques
 </li>
 <li>
 Responsibility for quality of the proposition both written and presented at orals
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 Key Skills
 
 
 You are flexible and dynamic and have the energy, commitment and resilience to achieve your targets in challenging and evolving business environments. Credible and collaborative, you are recognized as a prominent player in your domain and have a proven track record of service excellence with clients.
 
 
 You manage your own time to meet agreed targets and develop plans for definite work. Probing and listening carefully, you have the ability to identify the problem and all relevant issues in straight forward situations, find the underlying matters and patterns, and bring a new outlook on actual solutions. Fully competent in your area, you take sound decisions and deliver a clear, well-structured and concise argument to support your opinion.
 
 
 You demonstrate the following competency:
 
 
 <ul>
 <li>
 Active Connector
 </li>
 <li>
 Agile Player
 </li>
 <li>
 Bid Team Management
 </li>
 <li>
 Business Acumen
 </li>
 <li>
 Business Builder
 </li>
 <li>
 Client Value Relationship
 </li>
 <li>
 Cost &amp; Risk Management
 </li>
 <li>
 La Niaque
 </li>
 <li>
 Network Management
 </li>
 <li>
 People Developer
 </li>
 <li>
 Profit Shaper
 </li>
 <li>
 Sales Lead Interaction
 
 
 </li>
 </ul>
 You also have the subsequent experience and strengths:
 
 
 <ul>
 <li>
 Client Value &amp; Service Excellence
 </li>
 <li>
 Continuous Learning &amp; Self Development
 </li>
 <li>
 Collaboration
 </li>
 <li>
 Diversity, Flexibility and Initiative
 </li>
 <li>
 Life Balancing
 </li>
 <li>
 Living values
 </li>
 <li>
 Professional Integrity and resilience
 
 
 </li>
 </ul>
 The following details apply to the positions:
 
 
 
 Work Model:
 
 
 
 <ul>
 <li>
 All positions will follow a hybrid work model: 3 days from the office (CFC) and 2 days from home
 </li>
 <li>
 Work schedule is Monday to Friday
 </li>
 <li>
 you must be willing to travel twice a year for short-term periods
 </li>
 <li>
 Other Key Points:
 </li>
 <ul>
 <li>
 Fluency in English: 90% of all roles involve global interviews, so it is essential that you can communicate fluently in English and have a clear, understandable accent
 </li>
 <li>
 The company does not want Foreigners they need Egyptian
 </li>
 </ul>
 </ul>
</div>

Bid Manager German Speaker

<div>
 
 Overview
 
 
 
 Role Purpose
 
 
 Support myBUY procurement platform users by managing incidents, resolving P2P issues, and ensuring end-to-end handling of service requests.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 The role is responsible for Incident (INC) Management:
 </li>
 <li>
 Incident identification and recording
 </li>
 <li>
 Classification and initial support to the Users for the Incident
 </li>
 <li>
 Investigation and diagnosis of Incidents
 </li>
 <li>
 Escalation procedures for ensuring Incident resolution
 </li>
 <li>
 Incident resolution and restoring service to its normal operation
 </li>
 <li>
 Communicating with the User and Closing the Incident ticket
 </li>
 <li>
 Log, classify, investigate, and close tickets.
 </li>
 <li>
 Support users with requisitions, PO issues, vendor requests, and catalog inquiries.
 </li>
 <li>
 Navigate ERP/P2P platforms to troubleshoot procurement issues.
 </li>
 <li>
 Communicate process guidance clearly and accurately.
 </li>
 <li>
 Maintain SLA compliance and excellent user service experience.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 6months minimum year of ticket/incident management
 </li>
 <li>
 Experience with ServiceNow/Remedy/Jira (or similar) ticketing tool
 </li>
 <li>
 Experience in Procurement or P2P processes
 </li>
 <li>
 Experience using any ERP/P2P platform (SAP, Ariba, Oracle, Coupa, Workday, Dynamics, Netsuite, Ivalua, Jaggaer, Basware, etc.)
 </li>
 </ul>
</div>

Global Procurement Assistant Analyst

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125 escalation specialist jobs IN Cairo

Escalation Specialist

Sr. Mobile Application Support Engineer

SAP FI Consultant

SAP FI Consultant

Fleet Control Tower Agent

Bid Manager German Speaker

Global Procurement Assistant Analyst