SHALINI MANGLA

Sr. IT Technical Consultant

SAP Labs India

11.2014 - 07.2023

Worked as CSP (Customer Specific Projects) Global Team of 20 people based in India, Germany and Mexico. Me and my team was responsible for complex SAP upgrades and migration projects across ECS.
Handled complex projects including hardware migrations, S4/HANA migrations & upgrades for various customers across ECS.
Worked on Solution Manager upgrade from 7.1 to 7.2 using splitting techniques along with the migration of ASE DB to HANA using DMO technique.
Handled multiple S4/HANA upgrades using DT minimization techniques like NZDM, NZDT.
Handled multiple solutions upgrades like BOBJ, MDM
Handled many VMWare migrations and other complex OS/DB migrations working along with various teams and partner colleagues.
Partner management SEO (Service Execution Owner)for TCS, ensuring KPIs were met, and processes improved. Conducted daily/weekly reviews with partner, managed escalations, and maintained service performance reports.
Implemented enhancements based on partner feedback and safeguarded SR processing. Managed partner relationships and service delivery KPIs
Handled KPIs like Number Escalations, Number of Escalations, CES (Customer Effective Scope) Scope, Reopen counter, FTR counter, Schedule Adherence Counter, IRT (Initial Response time), COS (Confirmation of Schedule), Evidence of Success, Resolution Rate, QC Audit Percentage, Milestone Update, Multiple SE & SE Cancellation count
Established SQCT(System Quality Checklist Team) in ECS and worked as team lead. Worked with automation team to automate the quality checks after the system build.
Handled multiple customer facing roles like Technical Service Manager for various accounts, working directly with customer end to end responsible for their SAP landscape management.
Worked with multiple customers designing and deploying scalable, secure, and resilient AWS infrastructures using services such as Amazon EC2, S3, RDS, and Lambda
Developed cloud migration strategies for various customers and implemented SAP systems on AWS, ensuring high availability and disaster recovery with multi-AZ deployments
Implemented AWS Identity and Access Management (IAM) policies, VPC configurations, and encryption protocols to ensure data security and regulatory compliance
Experience in RISE with SAP and SAP BTP.
Handled various key customer like Kingfisher, APG Group N.V., HERRENKNECHT AG, SCA Hygiene, AGCO, Amadeus.
Effectively managed Introduction, customer project kick-off and onboarding, Review S2D document and CDDs for the initial customer landscape, Hardware provisioning, System Build/Migration (Greenfield/Brownfield), Quality checks, technical go-live, Regular sync/status update with CDM, PL about the ongoing projects and CDDs, Perform technical Go-Live, Plan, monitor and execute managed services
with TechOps, coordination of system-wide updates, fixes, and upgrades, Evaluation of customer KPIs, Producing RCAs, Creation and completion of
Commercial Change requests.