Echo Xia Email & Phone Number

China

As the core of “RISE with SAP” offering, The SAP S/4HANA Cloud, Private Edition holds customer’s mission critical data and business processes. SAP Enterprise Cloud Services (ECS) provides a managed private environment with multi-layer defense in depth architecture handling infrastructure and technical managed services. Customer Escalation Team, as one of the key drivers and the impactful bridge, safeguard cloud transformation projects, support High Reliability and Availability managed private environment jointly with the SAP key stakeholders, partners and Hyperscalers to accelerate the business in cloud.

China

Work as a leader to provide Essential Advisory services to power customer success with guidance and self-service content. Lead the team to drive adoption. 95%+ of the delivery towards SAP cloud solutions including but not limit to RISE SAP S/4HANA Cloud, Private Edition, SAP SuccessFactors, SAP BTP etc.

Dalian, Liaoning, China

Dedicate to drive and grow SAP Enterprise Support and Enterprise Support Cloud Edition high touch and proactive customer engagement in Greater China region. Expand the organization and delivery coverage from regional to global by leading the remote service delivery team. Starting from 2020, took additional responsibility as program sponsor to streamline the global governance model and drive for global scale delivery excellence.

Lead the Enterprise Support Advisory Center APJ & GC team to provide support advisory to SAP Enterprise Support and Enterprise Support Cloud Edition customers. Expand the team from Dec. 2016 by integrating Preferred Success/Care customer delivery to SAP SuccessFactors and other entitled cloud customers.

Build Asia Pacific & Japan SAP Solution Manager core team and global SetUp service core team to drive the delivery of the core services and contents.Take several global wise roles as Topic/Delivery Owner (e.g. Global Top Owner - Data Volume Management to develop the first SAP Enterprise Support Value Map) and lead global or regional project as Project sponsor or manager across teams.

Work with global virtual teams in Germany, India and Ireland to resolve customer issues and setup/improve operation processes newly defined for Business ByDesign expert support. Actively led and involved in team setup including but not limit to recruiting, ramp up etc. as functional contributor and leader. Drive/Contribute to the following global and regional initiativesEscalation Management: local escalation team lead/member to coordinate the communication across teams for problem resolution.Support & Control Centre, Project War Room: work as project lead role in the offsite war room at Germany to present expert support team in project status update call to review on-going critical cases/projects with key stakeholders and guide the war room members from different regions to follow-up and resolve the issue.Application Support Lead and Topic Owners: dedicated SRM functional leader role to setup the communication between development and support and deliver knowledge transfer sessions to upskill colleague and drive continuous operation process improvement.

Basis engineer supported global customer issues. Top performer with Primary Support Crystal Award. Familiar with core basic components.