Responsible and Accountable for Managing below functions in SAS CIS Pune BU: o Project Management for SAS Cloud Customers o Delivery Services – Engineering, Build / Deployment, Integrations o 24x7 Operational Support for SAS Cloud Customers o Data Platform (DBA) – Build & Support o Automation & Innovation – Service Improvement• Responsible for providing tactical and strategic leadership for the Pune SAS Cloud / MAS team comprising of 60+ direct and indirect employees from the above functions. • Responsible for overall SAS Cloud Pune governance, strategy, growth, and operations. Ensure correct matrix structure is established with Pune CIS SSC. • Collaborate with Global Service Owners / Functional leaders in a matrix-oriented organization with multiple international locations.• Achieve Time to Value for SAS Cloud Customers by Early Delivery of SAS Solutions. Manage Build, Deployment Pipeline and ensure Solution deployment happens before time along with QA. • Empower Employees with necessary Guidance and Technical Trainings to deliver effective solution deployment • 100% Vendor Utilization • 100% Timely Delivery of all Non-Restrcited Deployments from Pune • Recruitment, Onboarding & Coaching for New Hires • Liaise with Service Owners of corresponding functions on regular basis to ensure effective collaboartion • Manage Escalations for all stages of SAS Cloud Implementation and Operations • Bi-Wekly, Periodic Internal Review with TAMs and PMs for customers they are supporting • Addition of Global Remote Managed Services capabilities within Pune CIS Centre • Setup 24x7 SAS Cloud Operations Support Centre in Pune (Single Location Operations Delivery)• Automation Team Set-up and Expansion.• Data Platform Team Expansion

• Assistance with Pre-Sales/Solutioning Activities – Help Pre-Sales, Solutioning Team in Business Analysis, Requirement Gathering/Due Diligence. Preparation of detailed Support/RUN proposals in response to RFIs/RFPs, customer presentations and collaterals.• Automation PM - End to End Program Delivery for CIS level Automations and BOT deliveries by managing BOT factory units to achieve organizational goals and KPI’s• Reporting PM - Movement of 3K+ BMC Analytics/SAP BO & ITBM reports to Tableau Reporting MVP solution.• Support Team Setup & Operations - Setup and Manage Global L1 & L2 Support Teams for Service Management Org• Unified SD Setup - Setup Unified Service Desk for the Tools & Automation Business Unit• Service Take On - Onboarding Delivery Manager / SPOC for New Customer Go-Live for Reporting Solutions.• Datacenter Migration - Analytics & Dashboard Environments from CG DC to BMC DC.• Internal Reporting - Internal Reporting and Dashboard solutions for Management.• SSRS to BMC Analytics Migration - Movement of Legacy On-Premise Reporting Solution to BMC SaaS RoD.• Provide Operations Support to Capgemini On-Prem & Cloud Customers for their ServiceNow, Remedy, ITSM & Reporting Environments.• MIM - Outage/P1 Calls management and resolution.• Automation Adoption for Global Tools Org

• Accountable for Managing Service Delivery for Global Tools & Automation Service Management Org• Responsible for organizational KPI’s, Budget Optimization Targets, DCD’s, Vendor Management• Managing 50+ Resources, 240+ Customers, 5000+ Transactions/per month across Global Tools• Service Owner for Global Tools ‘ITSM Customer Support & Reporting Platform’ Automation Solutions• Technical Architect for Reporting Platform Architecture and Design• SPOC for BCP, GCMS, ISO audits for Global Tools & Automation BU.• Responsible SPOC - Service Management Org ITSM Compliance and SLAs• Owner – Problem Management & Escalation Management• SPOC – End to End Recruitment• Key Player – Continuous / Service Improvement Programs• Building and Streamlining Operational Processes and Procedures• Business Continuity and Risk Management, ISO & GSMS Audits• New Services offerings – Planning & Roll-out for Account Teams/customers• Involved with procurement for New product POCs and enablement• Implementation of the Case Quality Management• Escalations & HIGH Priority Issues Management• Provide Support to Capgemini Cloud/SaaS & On-Prem customers for Reporting Solutions• Manage Client’s Operational & Service Level Agreements (SLAs & OLAs)• Responsible & Managing BAU Support for BMC Remedy, Analytics, ServiceNow, ITBM, SSRS, CSC, MFOO• Tools under scope - BMC Remedy, ServiceNow, BMC Analytics, ITBM/GRS, SSRS, Survey Methods, CSC, CA Service Desk. • Infused Cost Saving and Recovery mindset within entire team to optimize the cost of operations to deliver more than 15% FTE savings• By Standardizing Cost Recovery / ISOW Model, Achieved BAU Recovery improvement by 30%• Driving 30+ SIPs & CIPs for Customer Service Improvement• 100% Compliance Delivered on Audits (ISO, BCP, BCMS, ISMS, GSMS) conducted.

Team Lead Role:• Focus on Process Operations:o Defining the Roles and Responsibilities of Engineers, Sr. Engineers.o Weekly sync up with the Sr. Management on performance reviewo Building and Streamlining Operational processes and procedureso Business Continuity and Risk Managemento Manage Client Service Level Agreements• Process Adherence within individual teams:o Staff-schedulingo Implementation of the Case Quality Managemento Escalation Managemento Weekly/ Daily Performance Updates and Reports• Employee Satisfaction:o People Development: Growing people o Implementation of the rewards and recognition programo Coaching/ CounselingTechnical Lead Role:• Current Projects:o Internal reporting and Dashboard solutions for Management.o Implementation of New BI Dashboards suits within SaaS (Yellofin BI Dashboards).o Provide On Demand Support to BMC SaaS Customers for their Analytics and Dashboards Environment.• Onboarding Delivery Manager / SPOC for New Customer Go-Live for Analytics & Dashboards.• SAP BO, Analytics and Dashboards Upgrade for BMC SaaS RoD customers.• Perform migration and upgrade activities to Latest versions of Enterprise software. • Configuration, maintaining and monitoring Analytics and Dashboards Systems.• Suggest and Implement Performance tuning, Architectural Changes, housekeeping activities.• Analyze Team performance and help team to resolve issues pertaining to Dashboards and Analytics.• Review and approve/reject change requests and provide suggestions based on situations.• Provide Technical Solutions and Suggestions on Outage Calls.• Resource management to provide 24x7 support and Change Implementation availability.• Work closely with different Teams to provide best customer experience to clients and individuals.• Liaise with R&D and CS Teams to discuss/Test on Product Bugs and feasible resolutions/workaround.• Handle Escalations calls & provide adequate solutions and timeline to resolve critical client issues.

SAP BO Consultant - Vodafone UK:• Administrate the Vodafone UK BusinessObjects Clustered Environment.• Perform Deployment of Reports & Universes from Development to Production Environment.• Work on user Issues and provide them timely resolution.• Perform housekeeping activities and maintain the stability of the Server.• Conduct SOX reviews and action the same as per Vodafone Processes. • Performing Server Management Tasks, using Central Configuration Manager (CCM) and Central Management Console (CMC).• Building a security model using the new features of XI 3.1 Access levels, granular rights, and application specific rights.• Configuring Servers performance settings like Max Jobs, Timeout settings, Temp working directory according to server hardware specifications.• Sizing the servers according to their server configuration.• Configuring Web portal InfoView, CMC web.config and web.xml files.• Have a good understanding of querying the repository database using Query Builder tool.• Configuring ODBC connections for the repository and the Audit database on SQL Server, My SQL.• Configuring Auditing database with sample BO reports.Deployment Manager – Vodafone UK BI Domain:• Working as a Deployment Manager and handling all Deployment Requests pertaining to the Vodafone UK BI Environment.• Primarily responsible for managing all aspects of the end to end Deployment Process.• Plan the deployment in conjunction with Application Delivery, Application Operation, Change Management and Configuration Management Teams.• Raise the Deployment request through Remedy and Ensures that all teams follow the organization’s established policies and procedures for the Deployment.• Conduct Process and Technical Review of the Deployment documentation.• Provide input to the final implementation sign off Documentation & process.• Prepare Weekly Deployment Dashboard.• Conduct Weekly call on Deployment Progress with All project Managers and Vodafone Senior Management.

Roles and Responsibilities:• Heading a Team of SAP BI and BO Consultants and analyzing their performance.• Escalation Manger for all kind of issues like implementation, administration and maintenance of SAP BI and BO issues.• Conduct Weekly conference calls with clients to analyze overall Performance and define action plans to improve them if required.• Developing reports to analyze engineer performance and provide feedback to them about the same.• Planning and implementing growth oriented programs and curbing attrition.• Conducting Yearly Performance Appraisals for engineers.• Managing daily operational deliverables.• Initiate new Development in SAP BI and BO projects.• Redefine MIS Strategy.Project: CxO DashboardsProject Scope: Tiered dashboards and scorecards that provides real time information on Geometric Leavers. Monthly Trend Analysis of Finance/Revenue and HR Metrics to take strategic decisions. To provide single source of truth at top level. Simple Interface to operate “Web Browser” with necessary robustness, manageability, and security.Responsibilities:-• Involved in all the phases of the project. Project Preparation Development of Business Blueprint Analysis and Realization phase Go-Live and Support• Analysis of data and current systems to produce the required Dashboards.• Discussions with Functional consultants for defining BI Query logic for getting the required data from SAP Systems.• Designed universes from BI using InfoCube and BEx Queries.• Designed and Developed Xelcius Dashboard by using various components.• Expertise on Xcelsius components like List box, Spread sheet, ListBuilder, Bar chart, Pie chart, Column chart, Ticker, Combo box etc.• Expertise on Creation of Dash Boards by Using Live office on top of SAP Universe, SAP BEX Reports, SAP Cube.

• Pro-actively assist the Team Manager in driving key initiatives and ensuring the long-term success of our customers and the business.• Represent the team in a number of other functional areas within the company.• Assisting colleagues in their Technical Challenges with BusinessObjects Enterprise XI R1, R2, XI 3.0, XI 3.1, BusinessObjects Edge XI 3.X and Crystal Reports Server XI R2, 2008.• Part of the Implementation and Admin team which handles all the Deployment, Migration and Administration issues for BusinessObjects enterprise systems.• Handle Implementation / Upgrade, Administration and Maintenance of BusinessObjects deployments.• Handling escalations on Technical Issues related to BusinessObjects Enterprise products.• Analyzing and supporting clustered BusinessObjects Server environment.• Provide consulting support to Business Users.• Provide Technical support for troubleshooting and fixing of BusinessObjects issues.• Handling issues related to Crystal, Web Intelligence and Desktop Intelligence Reports.• Testing of Bugs and Enhancements for the Product Suite.• Testing BusinessObjects Hot Fix, Service Packs on BusinessObjects Products.• Setting up VMware Images including Windows 2K, 2K3 and W2K8 server with Service Packs.Key Projects Being HandledCoach – Knowledge Centered Support (KCS): Working as a KCS coach for more than 2 years. Handling a team of 25 Engineers and Acting as Change Analyst for continuous improvement of the KCS methodologies and practices within the organization. Have reviewed and released 326 SAP Knowledge Base Articles till now for customers.Member - Process and Application Leader (PAL) Group:As PAL the sole responsibility was to ensure all Processes were defined and adhered to by the entire team. Initiate communication and discussions with Counterparts and other PAL’s to streamline and block any loopholes in any pre-defined process.

• Receive inbound calls from customers with regards to Enquiry or Service Problem. • Answer customer questions, as well as question customer to obtain full understanding of what information is being requested. • Document all calls with regards to customer inquiries accurately using Call Tracking System.• Adhere with the Knowledge of products and updates in the process.• Communicate clearly and effectively and provide quality service on every call.• Recognizing and managing assertive customer calls.• Manage length of calls.