Support customer in resolving the issue within stipulated SLAs when they open an incident in SAP, providing proactive support and innovation activities within the organization. Mainly focusing in BASIS area e.g. Installation, System copy, monitoring, etc; and SolMan (SAP Solution Manager) area e.g. setup and configuration, managed system configuration, SAP backend communication, etc.Key Responsibilities:----------------------• Perform root cause analysis and provide solutions to customers in complex environments• Reproduce customer issues such as to identifying the root cause and interacting with the development team to provide a final solution when required• Perform weekend support and 24x7 support activities to ensure customer with critical issue can access to SAP support even out of office hours• Create and maintain knowledge documents to support customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)• Test internal systems to prevent future issues on customer’s systems• Provide Feedback to Development and/or Documentation to improve the products• Contributing to the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)• Install, upgrade and patch the internal SolMan test system whenever there are new release or patchesAchievements:----------------• Selected as Top Talent in 2011 for accelerated growth which included project exposure in India.• Own the following troubleshooting guides and documentations which are used extensively by the customers o KBA 2632453 - Solution Manager 7.2 Define HTTP Connectivity Troubleshooting Guide o KBA 2452637 - Solution Manager 7.2 Setup and Configuration Troubleshooting Guide Guided Answer o KBA 2584103 - Solution Manager 7.2 Rapid Content Delivery Troubleshooting Guide Guided Answer

Manage end to end technical aspect of the company together with vendors, from maintaining application and servers in co-location, working with the telcos and the lease line provider like TM, to getting business requirements from customer.Key Responsibilities:----------------------• Ensure the applications, servers, backend connections to the TELCOs e.g. Maxis, Digi and Celcom are working fine• Work with stake holders to find out the technical requirements for the project• Develop small applications• Provide reporting to all relevant partiesAchievements:----------------• Successful executions of several SMS contest including project for TV3 Carnival• Developed backend applications using Perl script and ensure it could withstand the high loads from the TELCOs gateway

Develop backend software that connects to the telcos gateway.Key Responsibilities:----------------------• Enhance or develop backend application to connect to the telcos for sending and receiving SMS• Maintain and support the backend connections to telcosAchievements:----------------• Successfully modified an open source software www.kannel.org to make it work with the telcos gateway• Developed backend application using ASP.NET to connect to the telco backend via SOAP protocol