Lead a team with 15 support engineers located in China, Australia and Japan with expertise diversity to support the escalation management for SAP Enterprise Cloud Service, which includes: - 24x7 coverage as De-Escalation Architect to lead the de-escalation upon business down - Support the critical and complex customer situation coordinating with the engagement and delivery team to ensure a structured and managed escalation - Driver continuous improvement and customer experience with the lesson learnt throughout key escalations In addition, I’m also owning the global critical customer transparency program which delivers weekly red customer briefings to senior executives with an aligned approach.

Setting up a team from 2 support engineers (including myself) to a 10 members’ team within 2 years focusing on covering the 24x7 business down support for all HANA Enterprise Cloud customers.

First member in the region to establish and deliver the Cloud De-escalation services as part of the global team, demonstrate the full ownership on managing the critical customer situations for and responsible for customer communication needs and internal stakeholder alignments.

Responsibilities:- Establish and ramp up the new team with 8 members located in Shanghai, Beijing, Chengdu on SAP Success-Factors to adapt the company Cloud strategy and One Service in China- Team management for building up the expertise, and resource management for the Cloud Pro-active Service Delivery for APJ key accounts - Lead Cloud Situation Room APJ to support key accounts by accessing engineering/product team

Responsibilities:- As Senior support engineer, act as service team lead and member to support SAP HCM customer in China and APJ, eg BHP. Sinopec, Korail, Infosys and Transfield. Ability to perform analysis on complicated technical and application related issues.- As the Team Lead role of HCM team in APJ, responsible for 5 team members located in both Shanghai and Beijing. The team development for HCM service delivery in APJ and skill sets build up is the main responsibility. - Acts as regional owner of HCM Deployment Room to work closely with SAP development, engagement team to scale out the deployment of HCM Best Practice especially in China.

Responsibilities:- Joined in 2007.12 as an associate engineer, and fast promoted to a engineer in 2009.03- Focus on SAP Netweaver Java technology with experience in services of assessment,performance tuning, load test monitoring, go live support, workshops etc., and work closely with customer and has onsite and remote support experience in EMEA, US, LA and APJ.- Work in SAP back-office as De-Escalation Architect to handle critical customer cases and conduct root-cause-analysis to propose solution in the shortest time