Nestor Diaz

Technical Operations Manager @SAP

Montreal, QC, CA

In this role, I get the opportunity to help support SAP customers on their journey to cloud services offered by SAP. New and existing customers are well supported through the SAP services delivered with a refined collaboration of professionals within SAP. This position allows me to:• Use my skills to get a good understanding of the incident/change resolution process and escalation procedures so best serve customer success.• Help to coordinate standard and custom incident/change management initiatives all the while Identifying, communicating and addressing risks that need mitigation for customer success.• Following SAP standard practices and procedures to analyze data on problems where solutions can be readily obtained to help customers on their commerce initiatives.• Continue to strengthen customer relations through driving customer satisfaction and leading all elements that contribute to customer success.• Actively participating in building productive relationships with SAP customers and partners allowing to get a good understanding of customer priorities and requirements.• Continue to use my strong communications skills to best serve both SAP customers and partners along with all internal SAP groups needed to deliver a high-level customer service.• Deliver project management initiatives when needed as it pertains to the cloud service delivery that addresses customer requirements.• Formulate any and all needed reports to support clear communications on projects with SAP customers and partners.

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