The SAP Enterprise Cloud Services (ECS) organization is responsible for providing Cloud Hosted Infrastructure and Application Managed Services to our SAP Customers. SAP Enterprise Cloud Services support our customers throughout their cloud transformation and S/4 HANA adoption journey. The Engagement Lead ensures full accountability of the engagement, customer satisfaction throughout the Customer Lifecycle in HANA Enterprise Cloud and Cloud Application Services as well as engagement renewals.

Accountable for the technical and functional roadmaps, strategic design, operation and lifecycle management of the Enterprise Monitoring and Event Management service, tools, processes, projects and reporting• Managed the implementation of a $3M Enterprise Monitoring and Event Management project in support of a mandate to consolidate all business and IT monitoring and event management processes • Built and maintained relationships with both business and IT stakeholders to ensure… Show more Accountable for the technical and functional roadmaps, strategic design, operation and lifecycle management of the Enterprise Monitoring and Event Management service, tools, processes, projects and reporting• Managed the implementation of a $3M Enterprise Monitoring and Event Management project in support of a mandate to consolidate all business and IT monitoring and event management processes • Built and maintained relationships with both business and IT stakeholders to ensure alignment of corporate objectives• Managed cross-functional teams, including contractors, off-shore technical resources and on-shore configurators• Delivered clear and concise communication to the Project Steering Committee with C-level executives regarding project status, including financials and risks • Provided monthly service reporting to IT leadership on the service value realization• Proactively communicated new service offerings to business and IT operations, establishing service road maps and proof of concept projects• Participated in MIM calls to provide status updates and assist in triage for quick service restoration• Escalated timeline and quality issues to accountable service managers, making sure the impact to the customer was understood and assisted with plan to get project back on schedule• Assisted with SAP Business Service Reliability project utilizing performance monitoring tools to show real- time performance of key e-commerce business processes such as “add to cart”, “check-out” and “search inventory”. Reported monthly metrics to business owners and development teams to discuss anomalies and create action plan• Created new key frameworks in conjunction with IT Governance, allowing for standardized operating procedures and adherence to HIPAA, PHI and PCI data governance policies.• Collaborated with infrastructure, application, and major incident teams to restore service quickly during performance issues or outages of business-critical e-commerce applications. Show less

Provided technical support for SAP landscapes including ECC, SAP Solution Manager, Business Process monitoring and SAP technical monitoring.• Assisted with major initiatives including database and SAP application patching, troubleshooting, tuning.• Managed intake of business process monitoring requests and prioritized with process team leads.• Maintained CHaRM configuration which allowed automated transition of SAP transports through the landscape based on approval… Show more Provided technical support for SAP landscapes including ECC, SAP Solution Manager, Business Process monitoring and SAP technical monitoring.• Assisted with major initiatives including database and SAP application patching, troubleshooting, tuning.• Managed intake of business process monitoring requests and prioritized with process team leads.• Maintained CHaRM configuration which allowed automated transition of SAP transports through the landscape based on approval status.• Maintained Enterprise Manager, Wily agents for performance monitoring of SAP landscapes.• Managed Business Transformation tool set such as ARIS, HPQC, uPerform as well as project management module in SAP Solution manager. • Monitored for availability, functionality and performance of the Business Transformation tool set.• Participated in the initiative to create the project document templates and approval workflow, including technical and process design documents• Mentored junior team members to empower independent decision making. Show less

Accountable for the technical roadmaps, performance, improvement and availability of the SAP ECC and BaaN ERP enterprise applications, databases, and operating systems. Managed technical operations support teams for SAP, Linux, Oracle, and BaaN. • Led successful outsourcing program and SAP project transition efforts, resulted in the creation of 24 x 7 operational support model, freeing onshore resources to focus on engineering and project tasks• Led the technical BaaN to SAP migration… Show more Accountable for the technical roadmaps, performance, improvement and availability of the SAP ECC and BaaN ERP enterprise applications, databases, and operating systems. Managed technical operations support teams for SAP, Linux, Oracle, and BaaN. • Led successful outsourcing program and SAP project transition efforts, resulted in the creation of 24 x 7 operational support model, freeing onshore resources to focus on engineering and project tasks• Led the technical BaaN to SAP migration project, along with team of 11 technical resources, resulting staggered technical and business go-lives for each business division• Established operation and support model framework to seamlessly support newly onboarded divisions to the enterprise wide SAP ECC landscape.• Managed department annual budget related to asset licensing, maintenance, salaries, training. Show less