Service Management (SM) - ERP/SAP Platform
Program Briefing
Program: Service Management of SAP platform
Client: BHP Billiton, World’s Largest Miner, Australia / Singapore
Industry: Mining / Metal
Business Model: Time & Material (T&M); 100% off-shore / GCC (Mumbai)
Employer: Accenture, Dublin, Ireland
Location: Mumbai
Role: Delivery Manager – Service Management
Program Description
Service Management of Application Management Services (AMS) of SAP platform for global mining business; 24x7x265 (Follow-The-Sun) production support across the globe – APAC, Americas and EMEA; stabilization of ERP platform. Team strength around 1500 spread across the globe with engineering and production support 100% off-shore based out of India GCC (Mumbai).
Role: Service Delivery Manager
- Led Incident & Problem Management.
- Conducted PIR (Post Incident Review) and RCA (Root Cause Analysis) of critical and high priority incidents.
- Driven Incident Trend Analysis for Continuous Service Improvement (CSI).
- Collaborated with client and stakeholders (engineering, support, 3rd party vendors, infrastructure) across the globe for delivering PIR, RCA, Trend Analysis and closure of actionable.