Program: Service Management of AMS (Application Management Services) of SAP platform supporting global mining operations. Client: BHP Billiton, Australia & Singapore Industry: Metals/Mining Business Model: Time & Material (T&M), 100% Off-shore (Follow-The-Sun)/GCC Employer: Accenture Location: Mumbai & Singapore Role: Delivery Manager - Service Management
Problem, Action & Result
Problem: System stability issue with the mining ERP/SAP platform. Action: Executed continuous service improvement (CSI) through ITIL processes - incident & problem management, root cause analysis (RCA), post incident review (PIR), incident trend analysis, and closure of action items collaborating engineering, support, infrastructure, vendors, and client across Americas, EMEA, and APAC. Result: Improved system stability