Bruno Cavalcante
Ecs De-escalation Architect Escalation Manager at Sap
Based in Brazil
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Seniority
Other
Department
Other
Location
Brazil
Industry
Software Development
Company size
140K
Contact information
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b•••••••@sap.com
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Background
About Bruno Cavalcante
12+ years of work experience with Customer Success & Cloud Operations, 7+ years at SAP specialized in high-impact incident resolution, RCA, and executive communication- Own and manage business down scenarios, ensuring business continuity for enterprise clients (Service Now, BCP, MS Teams)- Applying lessons learned from escalations to drive continuous improvement projects in cloud operations (Confluence, JIRA, SAP Fiori)- Improved team processes by implementing Agile PM frameworks (Scrum, Kanban)- Promoted Agile culture, tools, and practices (Mural, Planner, Power BI, MS Teams)- Data-savvy and product-minded: SQL, Tableau, Power BI, Spark/PySpark, Grafana, Prometheus- Data Analyst Bootcamp (ongoing)- IT Management Associate Degree with MBA in People Management and Leadership (2024) Fluent in English and Portuguese, with working French proficiency and currently Italian language student, I thrive in multicultural environments where technology, strategy, and customer experience intersect. Certifications - AWS Foundations - SAP S/4HANA - Design Thinking Coach - SQL Essentials
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