Associate Consultant - TCS (Tata Consultancy Services) - North America and Ireland region
(2020-02)
Currently working as a Project Lead for North America and Ireland region, managing multiple teams within a leading Health Care/Pharma account. The teams are accountable to work on day-to-day support, product development and enhancement projects. My teams are liable to work on different technologies like- AS400, .net, SQL etc.
A major part of portfolio is responsible to work on ERP applications like BPCS, Infor LX, Expandable, IQMS, PRMS, QAD, Warehouse BOSS. Ensuring customer satisfaction through proper solution design delivery, applications life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability) and external (GxP, SoX, license) compliance.
- Managing overall Development, Enhancement and Production support activities.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Work with Product owners and the delivery team to analyze the needs and align product roadmap to strategic goals.
- Owns the product road map.
- Develop scope, define backlog items, and guide team. Lead and motivate multi-disciplinary Scrum Team, guiding the team, organization on Agile/Scrum practices and values.
- Work with Product owners to build and iterate product roadmaps.
- Formed a unique team of 4-5 people who have bandwidth and investing their efforts on identifying improvement areas and creating feasible solution to generate values for the customer. There are various such innovations already delivered and highly appreciated by the customer. There are multiple plans are on pipeline for future innovations.
- Assist with internal and external communication, improving transparency and project updates.
- Possess a fundamental understanding of end-to-end customer experience integration and dependencies. Assess value, develops cases, and prioritize stories, epics, and themes to ensure work focuses on those with a maximum value that are aligned with product strategy.
- Identifies and helps the client understand the business model, value and value proposition.
- Develop and maintain an appropriately prioritized backlog of user stories for implementation.
- Act as an ambassador for the product internally and externally and as the primary contact for queries related to the product.
- Capable of facilitating discussions, decision making and conflict resolution
- Develop appropriately detailed specifications for the product features so they are clearly understood by the development teams.
- Working closely with product management and senior management to create a product that fits the company portfolio.
- Creating SOWs, Complete end to end process to get it signed and booking revenue.
- Regular interaction with client regarding continuous improvement of services.
- Managing the team and making sure the Incident count is always low and achieve the SLA target.
- Analyze Critical Support problem and Showstoppers.
- Participate in Change Advisory Boards (CABS) meetings.
- Working on Fulfillments, Backfills.
- Invoicing, Order Booking and recognize revenue.
- Taking care of Incident Management, Change Management, Problem Management
- Joining Scrum calls, getting updates from various stack holders and making sure that the deliverables are moving forward as expected.
- Vendor management
- Conducting interviews, creating indents, Approving Customer billing rate, Deploying the resources in billable role.
- Creating KT plans for Freshers, giving assignments, goals and objectives & tracking the progress of them.
IT Analyst - TCS (Tata Consultancy Services) - Stryker
(2018-10 - 2020-01)
Working as a Techno-Functional Consultant as well as Service manager who is managing a Mid-size team. As part of support team, participated in providing technical support on the ERPs BPCS, Infor LX, Warehouse BOSS and Interface applications developed locally at Stryker. The problem/issues encountered on ERP /Interface application by any of the users are reported to support team. Issues are classified based on priority and service is provided accordingly making sure there is no miss in Service level Agreements and no impact to business.
Recurring
Issues are taken care through Problem tickets on finding the root cause. Problems are fixed through the Change control process. As part of build team, involved on different development/enhancement activities on above mentioned ERPs, where developed different new functionalities and enhance their existing ERP functionalities.
- Support for Stryker Business on Ireland and USA region.
- Regular interaction with client regarding continuous improvement of service.
- Managing the team and making sure the Incident count is always low and achieve the SLA target.
- Implemented multiple CSIs (Customer Service Improvements) and highly appreciated by the customer.
- Analyze Critical Support problem and Showstoppers.
- Providing solution for the enhancement requests, thus mapping the new business requirements on BPCS.
- Solve the issue/ticket raised by users (Mainly application BPCS, Infor LX and Warehouse BOSS)
- Guide the junior team members.
- Code fixes and enhancements using RPG/400, CLP, DB2/400, Data fix using SQL/400.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Schedule and monitor AS400 jobs.
- Participate in Change Advisory Boards (CABS) meetings.
Consultant - Infosys Ltd. - Johnson Controls
(2018-06 - 2018-10)
Involved in providing technical support on the Mapics (V6). The problem/issues encountered on Mapics of the US users are reported to support team via Service Now tool. Issues are classified based on priority and service is provided accordingly making sure there is no miss in Service level Agreements and no impact to business.
Recurring
Issues are taken care through Problem tickets on finding the root cause. As part of build team, involved on different development/enhancement activities on above mentioned ERPs, where developed different new functionalities and enhance their existing ERP functionalities.
- Support for Business for Mapics customers across the US region.
- Manage XA E-desk queue.
- This involves solving various issues faced by the users on a day-to-day basis.
- Providing solution for the enhancement requests, thus mapping the new business requirements on XA.
- Solve the issue/ticket raised by users on application XA.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Perform code fix.
- Guide the junior team members.
- Data fix using SQL/400.
Technical Lead - HCL (Hindustan Computers Limited) - Infor
(2017-06 - 2018-06)
Involved in providing technical support on the XA all the available versions. The problem/issues encountered on XA of the US users are reported to support team via InforXtrim tool. Issues are classified based on priority and service is provided accordingly making sure there is no miss in Service level Agreements and no impact to business. Recurring Issues are taken care through Problem tickets on finding the root cause.
- Support for Business for Infor XA customers across the US region. (over 30 customers)
- Manage XA E-desk queue.
- This involves solving various issues faced by the users on a day-to-day basis.
- Providing solution for the enhancement requests, thus mapping the new business requirements on XA.
- Solve the issue/ticket raised by users on application XA.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Guide the junior team members.
Senior Software Engineer - Wipro Technologies - GSK (Glaxo smith Kline)
(2013-06 - 2017-03)
Involved in providing technical support on the BPCS, PRISM and Interfaces like JDE system, SNP/APO (SAP system), Red Prairie. The problem/issues encountered on BPCS /Interface application by any of the country users are reported to support team. Issues are classified based on priority and service is provided accordingly making sure there is no miss in Service level Agreements and no impact to business.
Recurring
Issues are taken care through Problem tickets on finding the root cause. Problems are fixed through the Change control process.
- Support for GSK Business across the Globe over 21 locations (ME, NA, APAC, UK)
- Manage BPCS E-desk queue and distribute work among the BPCS Consultants and help to fix the problem within SLA Target.
- Manage PRISM E-desk queue and distribute work among the PRISM Consultants and help to fix the problem within SLA Target.
- This involves solving various issues faced by the users on a day-to-day basis.
- Providing solution for the enhancement requests, thus mapping the new business requirements on BPCS.
- Solve the issue/ticket raised by users (Mainly application BPCS and PRISM)
- Guide the junior team members.
- Code fixes using RPG/400, CLP, DB2/400
- Data fix using SQL/400.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Schedule and monitor AS400 jobs. Also experienced in AS400 job scheduling tool AJS.
WASIAN - Wipro Technologies - Coca Cola
(2011-12 - 2013-05)
Support project providing L2 and L3 support for the customer, like solving their request, data fixing and introduced new functionality (Modification).
- Solve the issue/ticket raised by users.
- Code fixes using RPG/400, CLP, DB2/400, Cobol
- Data fix using SQL/400.
- Support business with any issue in different ERP modules like SCM, Finance, Manufacturing Shop Floor (BOM, MRP, Routing), Sales & Distribution etc.
- Schedule and monitor AS400 jobs. Also experienced in AS400 job scheduling tool AJS.
