Leading OCM for newly formed region as part of Global SAP Digital Transformation project

Platform owner of Global R&D IT application Manage IT operations Manage and Own Change Management O

Service Management: Accountable to the end to end service delivery for Global SAP Services. Accountable for adherence for service delivery processes. Accountable for adherence service related SLAs, OLAs and UCs (Underpinning Contracts) Accountable to ensuring the appropriate SOX controls to exploit the solution with the business Responsible for steering future improvement in cost and quality . Accountable for managing risks, issues and resolutionsSupplier Management: Responsible for working and managing 3rd party suppliers effectively. Define and agree on efficient escalation management process with the suppliers. Define and agree on KPI reporting templates, schedules and audiences. Focus on building a sustainable relationship with 3rd party suppliers.

Service Management: Managing and controlling the release management activities.Release Planning: Planning and designing of release calendar for HP Landscape, which has around 30 production systems. Release Acceptance: Ensures user acceptance tests completed, back-out plans exits and all service requests contained in the release were signed off by the requestors.Emergency Changes: SPOC of any emergency changes during the US working hours. Co-ordinate and foresee the movement of the Emergency change to staging and production box.Release Communication: Preparing and maintaining the status report after the release cycle and then sharing it with the key stakeholders

SAP Service Delivery with focus on SAP HCM area and SAP MobilityService Scope: Involved in discussion with client on finalizing the scope of the service delivery.Service Proposal: Responsible for Involved in creating proposal for the service delivery.Escalation Management: SPOC to customer for making an escalation.Process Management: Key contributor in defining and documenting the AMS processes (Incident Management /Change Management /Service fulfillment etc.)SLA Adherence: Responsible and accountable for SLA adherence Team Building: Responsible for setting up SAP AMS practice for India region.

Service Management: Developed and delivered management value added consulting and strategic technology solution for all internal NSN employees.Project Management: Managed project delivery of SAP HR solution with EPS Intranet portal landscape. Actively involved in all the projects related activities in terms of aligning the project plan with the service plan. Release Management: Responsible for planning and controlling the movement of Releases from non productive to productive environment.Change Management: Responsible for all RFC (Request for Change) for SAP Global Portal Landscape.Change Advisory Board (CAB) and Customer Board (CuBo): Hosting and owning both CAB and CuBo for EPS Landscape.Service Strategy: Involved in planning of service roadmap, service design, service architecture and service life cycle.Service Delivery: Responsible for Service Level Agreements (SLA), Operation Level Agreement (OLA) adherence along with availability, capacity, and IT Service Continuity Management.Supplier Management: Current AMS contract is with Accenture. IBM/Wipro/Teito/Nice is running projects on our platform. So managing and supporting supplier’s team.

• Incident and Problem Management: Extensive architectural knowledge of SAP EP and J2EE Stack. Troubleshooting the Java/EP deployment and upgrades being area of expertise.• Escalation Management: Part of critical escalation team for APJ region involved in performing RCA (Root Cause Analysis) for critical SAP customers.

• Was part of the Portal Development team .• Worked on SAP EP 5.0 and early part of NW 6.0 versions• Was also part of support team and was responsible for bug fixing.