SAP CX | SAP Commerce Cloud |

As a Program Manager managing multiple Projects with customer base extending to US, EMEA and other International locations. Formed a collaborative team structure to meet the demands and service improvements. Mentoring teams , defined their KPI’s , monitored deliverables and furnished performance reports to Stakeholders.

Accomplishes project objectives by planning ,evaluating implementation and progress of project. Responsible for the overall performance, availability and optimization of storage, virtualized environments, Servers. Analyze and assess the current and future infrastructure needs. Coordinate with other teams to identify, design and implement new systems to support business needs. Data Center and improve Infrastructure provisioning support for internal customers. Handled numerous short term and long term projects and development plans for Enterprise Computing Stream. Infrastructure Projects on Server builds, migrations, SIP’s and implementation of Infrastructure tools were delivered with desired expectation and customer satisfaction. Manage multiple Stabilization projects to deliver the overall program Analyze, Plan and Implement all the Stabilization requirements Finalize and Recruit resources required for the program Manage Project spend and report to stakeholders Manage Project through multiple Governance Board Check/Decision points Own the RAID and manage closures and escalate as required Track day to day operations and deliver the overall program achieving all success criteria and within stipulated time and budget Share lessons learnt and best practices across different program Establish Stakeholder Relationship and plan periodic communication Work with a cross culture team to transfer knowledge and establish operations

As a Service Delivery Manager handled the presentation of services to clients while making sure the service levels are effective. Created strong relationships with clients and made sure that the services provided are of quality. Managed the transition phase of transferring the functional, Technical and procedural knowledge to the Service Desk Team. Organized and facilitated training and workshops for service delivery personnel. Implemented ITIL best practices. Driven an efficient and effective incident, problem and change management process as per ITIL Guidelines. Driven and maintained the Major Incident process and associated procedures Produced and reviewed management information, including KPIs and reports  Effective Involvement in process governance and change advisory board (CAB). Developed and managed the incident management system  Ensured that all IT teams follow the incident management process for every incident Managing SLA and OLA as per service agreement.

Developed an effective cross-teaming environment with multiple departments to streamline processes and procedures. Maintained a sharp focus on optimal system productivity and customer satisfaction as keys to business growth Proficient with ITIL & ITSM Processes and Practices. Managed Incident resolution from Initial Occurrence to Successful Outcome Influenced product and project delivery through the Incident Management Process. Effective management of escalations Effective adaptation of working in line with corporate objectives Managing SLAs and implementing process change to underpin contractual SLAs Collaboration with the US and internal departments Maintaining a motivated, engaged team Defined, Scheduled and executed review meetings.

Managed and supervised 12+ technicians supporting both internal and external clients. Developed an effective cross-teaming environment with multiple departments to streamline processes and procedures. Maintained a sharp focus on optimal system productivity and customer satisfaction as keys to business growth. Incident and Problem Management User Creation and administration through Active Directory Install and configure software application Email Configuration System Administration Network Support Coordinated with HP & IBM for server issues