Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Key Roles Performed
Profile
Timeline
CustomerServiceRepresentative
Charles Santosh Kumar A

Charles Santosh Kumar A

Biz-Ops Lead
Bangalore

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
4
4
Languages

Work History

Applications Biz-Ops Lead

DXC Technologies
09.2021 - Current
    • Handling Freshers Absorption/Utilization
    • Looking at ways to deploy freshers into Projects, making the Bench lean
    • Have been Managing Open demands on a day-to-day Basis
    • Co-ordinating with the Talent Fulfillment Strategist's to get the latest Fulfillment plan of the demands
    • Discussing with the Mangers on the requirement of the position and matching the resource, from the available pool
    • Portraying our team as the best in War rooms, providing the updates in a positive manner
    • Conducting meetings with the TFS and Hiring Managers to get the Open demands fulfilled.
    • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
    • Reported issues to higher management with great detail.
    • Reduced operational risks while organizing data to forecast performance trends.
    • Assisted in recruiting, hiring and training of team members.
    • Interacted well with customers to build connections and nurture relationships.

BBF/NBBF Management Lead

DXC Technologies
05.2018 - 08.2021
    • Have managed the team well and made a point that the team finishes the tickets within the stipulated SLA, so as to avoid Escalations
    • Analyze the ticket first and see to which employee the ticket has to be assigned, depending on the ability of each Employee, so as to get a resolution in a short span of time
    • Have trained many freshers to take up the work in a smooth manner
    • Guiding them in every way possible in SAP ABAP
    • Have Interacted with the RTP team, to accommodate the releases of the tickets resolved, as per Biz requirement
    • Have managed all the Releases of the BBF/NBBF tickets, by collecting and sending all the required approval mails to the RTP team of the tickets, which were to be RTP'ed for that release
    • Have Interacted with Business on a weekly Basis to update them the status and progress of the issues raised
    • Have handled all the Escalations which were raised and made a point to resolve the issue, so as to make the Customer Satisfied within SLA
    • Weekly meetings with the team to get the progress of the tickets assigned, and to help the team with the difficulties they are facing to resolve the tickets in SAP ABAP.
    • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
    • Managed internal and external client-facing relationships through transitional periods.
    • Helped meet changing demands by recommending improvements to business systems or procedures.
    • Generated reports detailing findings and recommendations.
    • Conducted regular reviews of operations and identified areas for improvement.

GCC VAT Implementation

DXC Technologies
01.2017 - 04.2018
  • This Project was to add the VAT changes that the Government of Saudi Arabia had introduced, in the Invoices
  • It was a Custdoc requirement involving Script and ABAP Program changes
  • Debugged the ABAP program and understand the functionality of the existing logic and added in the changes
  • Handled and solved issues during testing phase and delivered objects to client without any issue in ABAP coding
  • Delivering the objects in correct time with high quality.

GST India

HPE
01.2015 - 12.2017
  • Indian Government implemented GST tax from July 1st of 2017
  • We had to implement these new taxes in our Invoices to abide to the Government rules
  • We had to work very intensively within a very short span of time to complete the project
  • There were many hurdles during the implementation of this project, but we successfully came through it
  • It was a Custdoc requirement involving Script and ABAP Program changes
  • Debugged and understand the functionality of the existing logic and added in the changes in ABAP code
  • Handled and solved issues during testing phase and delivered objects to client without any issues in ABAP programs
  • Delivering the objects in correct time with high quality.

Next Generation Data Migration

HP/HPE
01.2013 - 12.2014
  • Data from SAP was being migrated to TIDAL team
  • So, I had played a vital role in writing SAP reports to extract the Next Generation Education Data from SAP system to Excel sheets
  • The requirement was not to extract all the data, rather only the information they required for the past 20 years
  • So, we had to cope up with the performance issues also, as there were huge data.

BBF/NBBF Tickets

HP
05.2011 - 12.2012
  • For the Projects that are not in warranty, we used to get defects which will be raised as BBF tickets and some new requirements as NBBF tickets
  • I was involved in resolving these tickets in a short span of time, performing all the required Code changes and moving it successfully to Production boxes
  • Understanding the issue by discussing with functional Consultants
  • Providing day to day operational and process support to users
  • Doing address change for Plant, Storage locations and updating the tables
  • Worked on scripts, smart forms, ABAP Programs and solved the issues based on business requirements
  • Adding new fields to the existing report
  • Debugged the ABAP code and understand the functionality of the existing custom logic added in the enhancements.

Technical Support Engineer

HP
12.2007 - 04.2011
  • Have worked as a Technical Support Engineer, where I got to improve my communication skills, Customer handling and Printer troubleshooting skills
  • Then I moved on to Mac email support, where I learnt about MAC operating system and email drafting skills, which has helped me a lot.

Education

Bachelor of Engineering (ECE) - Electrical, Electronics And Communications Engineering

SCT Institute of Technology, Bangalore, Visveswaraya Technological University
Bangalore
06.2002 - 05.2006

Skills

Application Biz-Ops Lead (Management and Excel)

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Certification

Certified as “SAP Certified Development specialist – ABAP for SAP HANA 2.0” by SAP global certification

Accomplishments

Got recognized by my Manager in the category of making a Difference: Execution, on efforts for the BBF Ticket management as it was a challenging work, where I had to get the Customer Satisfaction, within the stipulated SLA.

Key Roles Performed

  • Applications Biz-Ops Lead – 2+ year
  • SAP BBF lead – 3+ years of experience
  • SAP ABAP developer – 5+ years of experience
  • Administrative tasks

Profile

Working in Operations Team as Applications Biz-ops Lead handling Freshers Absorption/Utilization. Led Demand Management, talking to Managers on a day-to-day basis, helping in fulfilling all the Open demand, with the available suitable resource. Worked as the SAP BBF Lead for Legacy/R3 Projects. Proficient in Managing the team and leading the team to resolve issues within stipulated SLA. Handling escalations and bringing them to resolution. Joined Hewlett Packard in Jan 2008 as Technical Support Engineer, then through IJP got the opportunity to move into IT in 2011. Since then have been working with HPE and DXC technologies on SAP ABAP and my role were as a Developer and a SAP BBF Lead managing L4 IM tickets both BBF/RBE and NBBF. Active participation in Administrative work assisting my Manger.

Timeline

Applications Biz-Ops Lead

DXC Technologies
09.2021 - Current

BBF/NBBF Management Lead

DXC Technologies
05.2018 - 08.2021

GCC VAT Implementation

DXC Technologies
01.2017 - 04.2018

GST India

HPE
01.2015 - 12.2017

Next Generation Data Migration

HP/HPE
01.2013 - 12.2014

BBF/NBBF Tickets

HP
05.2011 - 12.2012

Technical Support Engineer

HP
12.2007 - 04.2011

Bachelor of Engineering (ECE) - Electrical, Electronics And Communications Engineering

SCT Institute of Technology, Bangalore, Visveswaraya Technological University
06.2002 - 05.2006

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Charles Santosh Kumar ABiz-Ops Lead