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Work Background
Panasonic EuropeManager Network, SAP Basis, Data Center & Cloud
Aug. 2023Ottobrunn, Bavaria, Germany
IBMSAP Practice Area Leader - EMEA Customer Innovation Center
Jan. 2022 - Aug. 2023SAP Managed Services is focused on platform and application management services for SAP systems on hybrid cloud infrastructure. Leading the SAP Unit delivering SAP and Infrastructure support services on AWS, Azure and GPC. Key Responsibilities: • Build-up, lead and manage a team of SAP consultants, providing guidance, mentorship, and performance feedback.
• Develop the offering and product portfolio, execute a service line strategy that aligns with the company's overall business strategy and objectives.
• Build and maintain strong relationships with clients, ensuring their satisfaction with services pro-vided and identifying opportunities for additional business.
• Collaborate with other service line leads and business development teams to identify and pursue new business opportunities.
• Ensure the delivery of high-quality services, including project management, solution design, con-figuration, testing, and support.
• Manage the financial performance of the SAP service line, including revenue, and utilization targets.
• Ensure compliance with company policies, procedures, and quality standards, as well as legal and regulatory requirements.
• Stay up-to-date with the latest trends and developments in the ERP industry, and provide guidance and recommendations to clients and team members.
IBMSAP Tribe Manager
Apr. 2016 - Jan. 2022Bucharest, RomaniaResponsible on building-up and leading a cross-functional team of 80 individuals that delivers Application Support and infrastructure support services to global customers. The team is part of the global IBM Cloud team, working together with America and Asia-Pacific Geographies. The team consisted of: - SAP Basis Support L1/L2 - SAP Senior Basis Consultants L3 and SAP SMEs
- OS Engineers AIX
- OS Engineers Linux
- OS Engineers Windows
- Database Administrators/Engineers (DB2, Sybase ASE) Responsibilities • Leading the SAP automation efforts. Prioritize and optimize activities to increase produc-tivity and reduce the costs, increasing the efficiency of delivery.
• Leading Technical Standards Definition on Global IBM Managed Application Support for SAP.
• Ensuring the defined standards are adopted and implemented.
• Ensuring Standard Operation Procedures (SOPs) are accurate and up to date, identify gaps and work with the team to develop new SOPs.
• Advise, guide and mentor team members.
• Escalation point for both team members and customers.
• Visibility to the overall status, issues, and projects for each Customer in the Squad
• Liaison with different Tribes within the SAP Segment. Ensure two-way communication on major issues, strategic updates, and metrics.
• Working daily within ITIL framework (e.g.: Incident Management, Change Management, Problem Management.) • Defining training and learning strategies.
• Defining new processes and enhancing the existing ones.
• Driving hiring process in IBM CMAS Romania – SAP Client Tribe.
• Ensuring DevOPs and overall functions of the Squads are working well. o Highest priority needs are identified. o dev/automation resources allocation o dev/automation resources synchronization with delivery and customer needs o Cadences in place for cross-Squad communication o Full cooperation from Squad Members o Relevant reviews focused on issues, tasks, and plans
IBMSAP Service Delivery Manager
Aug. 2014 - Apr. 2016• Manage and coordinate teams and performers (SAP and infrastructure) on delivering SAP Support services and infrastructure competencies.
• Own the Incident & Change Management of SAP Product services and supporting competencies. • Own and drive investigation of chronic issues and Root Cause Analysis (RCA).
• Participate in Critical Situations (CritSit) problem resolution & communication.
• Ensure customer specific IBM Standard Operating Procedures (SOP) and Policies & Procedures (P&P) are developed and maintained for SAP Product services and glob-al support team is trained on those procedures. • Attend weekly service review meetings with Delivery Project Executive (DPE) cov-ering performance, service improvements, quality and processes.
• Participate in Quarterly Business Reviews (QBR) onsite with DPE & PE. • Support Delivery Project Executive (DPE) in communications to CIOs and Project Executives (PE) on major escalations. • First Point of Escalation for SAP Product services delivery issues. Actively work on improving the overall customer satisfaction. Support audit & compliance initiatives.
IBMSenior SAP Basis Consultant
Jul. 2010 - Jul. 2014I started at IBM in July 2010 as an SAP Basis Consultant having a Product Delivery Lead role. I am responsible for 3rd level technical activities and I'm directly facing the customer. My activities involve coordinating infrastructure teams (network, OS, storage, backup, monitoring) and also 1st and 2nd level SAP teams. I'm responsible for various EMEA and US customers and I'm also having a Subject Matter Expert role. During this period I provided the activities below: • Performed SAP system installation, configuration, landscape upgrades, system copy, language installation, enhancement and support package installation (including BOBJ).
• Performed Oracle 10g upgrades and patching.
• Worked on the several EMEA/US accounts as SAP basis consultant to conduct the performance tuning. Reviewed and analyzed performance and made technical recommendations.
• Performed Root Cause Analysis and troubleshoot at SAP Basis level (ABAP,JAVA) and DB level.
• Performed ongoing support activities.
• Developed standard operating procedures for 1st and 2nd level SAP teams. Developed and maintained system documentation.
• Planned, coordinated and performed periodical Disaster Recovery tests.
• Change Management Process: Provided SAP SME reviews and approvals.
SiemensSAP Basis Consultant
Jan. 2008 - Jul. 2010I started at SIEMENS IT Solution and Services in January 2008. I was part of a special project called "SAP Academy". I took 12 SAP official trainings over a period of 6 months. During this time I've also had various in-house workshops and trainings. After 6 months I took a final exam which I passed and I was employed as SAP Basis Administrator.
I was assigned to various EMEA customers for whom I was technical responsible and I provided the activities below: • Performed SAP system installation, configuration, system copy, language installation, enhancement and support package installation.
• Performed Oracle and MaxDB installation, patching and upgrades.
• Performed database backup, restore and recover, performance analysis, parameter’s tuning, proactive monitoring.
• Performed Root Cause Analysis and troubleshoot at SAP Basis level (ABAP, JAVA) and DB level.
• Involved in transitions/migrations projects.
• Technical responsible for volume shift projects.
• Provided SAP system production support.
• Coordinated a team consisting of 12 SAP Basis Junior Administrators
Panasonic EuropeManager Network, Data Center & Cloud
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