At IBM Consulting India, I manage SAP application support and enhancement services for automotive and industrial clients. I work with clients and technical teams on requirements, proposals, execution plans, and delivery governance.
I helped improve response SLA attainment from 80–85% to 98%, then maintained 99% across response and resolution SLAs. I also oversaw a team-originated RPA ticket-monitoring solution that generated productivity benefits equivalent to two FTEs.
Across supported operations, I achieved a 70% reduction in ticket backlog and contributed to lean savings exceeding USD 500,000 on a UK automotive engagement. I also facilitated proposal development and directed delivery of an ORTEC-SAP transportation-planning integration.
My work has included PMO governance across five SAP and IT projects, GCC account staffing and governance, and people management. I hold SAP project management and SAP Activate Agile certifications, along with ITIL Foundation.
