Job Summary

The resource will be responsible for managing and driving resolution of operational and stakeholder escalations related to Customer Onboarding. This role requires close coordination with cross‑functional teams to identify risks, assess impact, and ensure timely mitigation to maintain service stability and stakeholder confidence. The role involves acting as a single point of ownership for escalations, performing root‑cause analysis, tracking corrective actions, and communicating clear status updates to internal and external stakeholders. The ideal candidate should have a strong understanding of back‑office support operations, experience working in complex IT environments, and the ability to manage high‑priority issues with clarity, structure, and accountability. Job role: Experience working in complex, large‑scale projects, supporting day‑to‑day activities in SAP ATLAS tool with minimal supervision. Strong expertise in identifying potential risks in process and data, assessing impact, and implementing mitigation and corrective actions, including handling escalations where required. Ability to manage and resolve operational and stakeholder escalations by performing root‑cause analysis, coordinating with relevant teams, and driving closure within agreed timelines. Experience working with cross‑functional teams and multiple stakeholders, ensuring process efficiency and smooth handoffs across functions. Preparation and sharing of status reports, escalation updates, and key communications with internal and external stakeholders in a clear and structured manner. Experience in analyzing complex data and making data‑driven decisions to optimize processes and prevent recurrence of issues. Strong communication and interpersonal skills, with the ability to engage both technical and non‑technical stakeholders during normal operations and escalation scenarios. Proficiency in using ticketing tools such as ServiceNow, JIRA, or similar platforms; experience in tracking, prioritizing, and resolving issues is an added advantage. Demonstrated problem‑solving skills and attention to detail, with a proactive ownership mindset for assigned responsibilities and escalations. Hands‑on experience with MS Office tools (Excel, PowerPoint, Word) for reporting, documentation, and stakeholder communication. Work Experience: 7–8 years of relevant experience in project or operation management roles, preferably within an IT organization. Strong logical thinking and analytical skills for troubleshooting issues and supporting escalation resolution. Proven ability to manage stakeholder expectations during high‑priority or escalated situations, ensuring transparency and timely communication. Familiarity with ticket management tools such as Jira or ServiceNow, including issue prioritization and SLA‑driven tracking. Ability to prioritize tasks and manage workload effectively in a fast‑paced, high‑volume environment. Strong sense of ownership and accountability, with a proactive approach to problem‑solving, escalation handling, and continuous process improvement. Willingness to learn and work with complex systems, contributing to operational excellence through documentation, collaboration, and knowledge sharing. Location: Remote. 

Preferred Qualifications:

• Education: Bachelor’s degree IT or related field.

1. Develop And Implement Solutions For Process Improvements Based On Team-Identified Issues. 
2. Create And Execute Action Plans To Boost Business Productivity With Supervisor Approval.
3. Validate Business Requirements To Enhance Process Workflows And Customer Satisfaction.
4. Manage Client And Business Relationships To Ensure Project Progress And Functionality Enhancements.
5. Lead Process Specialists To Deliver Quality Project Outcomes.

Candidate is required to work in 6:30-3:30 AM shift.

Key Responsibilities

Skill Requirements

Other Requirements

Candidate is required to work in 6:30-3:30 AM shift.