SAP Senior Product architect Resume

SUMMARY

More than 15 years of experience as SAP Customer Service/CRM specialist in IS - Utility, Telecommunication.
Managed small to medium project teams for enabling SAP CX/CRM solutions for clients.
Lead RFP pursuits for BRIM and utility to provide BRIM solutions for prospective clients.
Hands on experience in Hybris SOM/CC and S/4 Hana.
Experience in C4 Marketing for Utility (C4 Marketing Certified)
Experience and knowledge in on premise and cloud based architecture (CRM, C4C, Marketing) for both front office and back office.
Adept in understanding the client requirements and proposing solution with exposure to industries- Utility, Telecom, cloud, Transportation or Toll collection, Hospitality, Aviation.
Played diverse roles in various SAP Implementation and support projects such as Functional Lead, Project lead, Functional consultant, Solution Architect spanning across US, UK, Canada and India.
Worked on Functional/Technical challenges of live market in implementing-CRM Service.
Involved in Various phases of project lifecycle from initiation, blueprint, realization, go-live, and support Worked with Business process owner to identify key business process, solution design and Process mapping.

PROFESSIONAL EXPERIENCE

Confidential

SAP Senior Product architect

Responsibilities:

Create and present improvement plans for front office process of meter to cash.
Manage escalations for SLA breaches for priority incidents.
Provide action plans to clients decrease incident counts in SAP utility by using necessary automation.
Drive FICA and CS team to deliver COVID 19 specific CRs for COVID-19 compliance
Involve offshore and onshore CS team to deliver new project releases.
Provide support to functional team for complex issues.
Provide resourcing plan for new projects.
Provide evaluation for Hybris billing and its impact on current utility system.
Evaluate S/4 Hana utility system integration with SAP C4 Marketing cloud

Confidential

SAP Senior Product architect

Responsibilities:

Lead Design phase for requirement gathering and base customization of cloud subscription plans for resellers.
Design prototype and present PoC for the SOM/CC/CI solution to client.
Drive Design sign off process for BRIM solution design document.
Lead SIT testing phase and made sure defects are fixed in defined timeline.
Support functional support to BRIM team for complex issues during testing.
Provide quick turn around solutions during UAT phase to get sign off.

Confidential

SAP CS Delivery Lead

Responsibilities:

Lead and Manage Customer Service team of size 8 -10 consultants to analyze user requirements and design optimum SAP sales and distribution solution for order to cash process
Present daily status to client on On wing Support Project.
Provide support to design team to Configure and Customize SAP System and interfaces as per business requirements
Negotiate and get the sign off for the high-level functional design document for On Wing Support.
Coordinate with business and design team to get Systems Integration Testing and support User Acceptance Testing
Provide End User Training and drive Business Signoff
Lead and drive Cutover, Data Migration and Go-Live
Provide Hypercare Support
Lead RFPs and provide presentation to client for upcoming projects.