Service Management - ERP Platform
While worked for Accenture as Problem Manager, worked on Service Management of Application Management Services (AMS) of Enterprise Resource Planning (ERP) platform for worldwide mining business of World’s Largest Miner BHP Billiton, Australia / Singapore.
Project Description
Application Management Services (AMS) of SAP Platform for Global Mining business. This was 24x7x265 production support project covered customers across the Globe (APAC, Americas and EMEA) applying “Follow The Sun” approach. Team strength was around one and half thousand spread across the globe with engineering and production support was 100% offshore based out of India and Time and Material (T&M) based delivery model.
Delivery Management
Delivered Service Management (SM) for Application Management Services (AMS) delivery. Managed Problem Management (PM) activities, coordinated with Incident Management (IM) and conducted Incident Trend Analysis for Continuous Service Improvement (CSI) of Application Management Services delivery. Stabilized Enterprise Mining Platform by slashing incident rate by considerable amount in quite short period of time. Managed SLA / OLA for PIR and RCA that were very critical aspects of Service Management.
Application Service Management
Conducted Post Incident Review (PIR) and Root Cause Analysis (RCA) for critical and high priority incidents. Managed and driven Incident Trend Analysis for determining and implementing action items for achieving CSI. Collaborated with various stakeholders – support, engineering, IM, customer, 3rd party vendors, infrastructure, dispersed across the Globe (APAC, Americas, EMEA) for conducting PIR, RCA and Incident Trend Analysis. Managed and driven implementation and closure of action items out of PIR, RCA and Incident Trend Analysis.
Communication Management
Managed periodic status reporting to leadership; handled escalations from production support, IM and customer; managed risk / issue, prepared risk mitigation plan and executed them when needed. Resolved conflict within teams and among peer leadership.
Process Management
Established industry standard best practices / processes following ITIL. Conducted PIR and RCA for critical and high priority incidents following ITIL best practices. Conducted periodic Incident Trend Analysis based on volume and severity of incidents. Established process for coordination with various stakeholders across the globe for conducting PIR, RCA and Trend Analysis. Established processes for coordination with support, engineering and infrastructure for driving implementation and closure of action items out of PIR, RCA and Trend Analysis.
Stakeholder Management
Established industry standard best practices / processes following ITIL. Conducted PIR and RCA for critical and high priority incidents following ITIL best practices. Conducted periodic Incident Trend Analysis based on volume and severity of incidents. Established process for coordination with various stakeholders across the globe for conducting PIR, RCA and Trend Analysis. Established processes for coordination with support, engineering and infrastructure for driving implementation and closure of action items out of PIR, RCA and Trend Analysis.