Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Francis Rapheal

Francis Rapheal

Sr Software Engineering Manager
Bengaluru

Summary

Senior Manager/Product Manager with 18 + years of industry experience. Excellent Communicator with clear vision and lead with passion. Built digital products ( Text - orde with AI, AI voice support, etc . Leading roadmap and vision of various products including CSA, EVA, FIATT. Currenty handling the OTC portfolio in SAP. Proficient in SAP, SFMC, SF CRM, and Web Apps in a fast-paced environment. Handled multiple programs throughout the career. Certified Product Owner (PSPO). Certified Scrum Master (CSM) . Certified Project management professional (CAPM). Digital Transformation from ISB.

Overview

18
18
years of professional experience
2020
2020
years of post-secondary education
9
9
Certifications

Work History

Sr Manager – SAP OTC, Product Manager

Ecolab Digital Centre
06.2020 - Current
  • Leading the OTC portfolio and act as the capability lead
  • Leading over 15 members in my team under the OTC
  • Delivering Projects on enhancements and global customization
  • Built multiple digital products , such as text to order, Voice support for CS
  • Build Product Roadmap
  • IMplement continuous feedback and improvement
  • Drive change management
  • Cross – Portfolio Synergies
  • User acceptance mapping and management
  • Lead POCs for evaluation
  • Act as a product Manager and closely work with the development team to get the product/solution delivered as expected aligned with the vision
  • Involve in the SDLC to have all the stages addresses as a PM
  • Following Agile and scrum methodologies and drive the sprint ceremonies
  • Established strong relationships with business teams and stakeholders
  • Implemented and developed operational standards, policies and procedures.
  • Regular Cadences to create business plans and workshops to drive change management
  • Provided strong leadership to enhance team productivity and morale.

Functional Lead - Lead Business Analyst

Hexaware Technologies Ltd.
10.2016 - 06.2020
  • Company Overview: The customer is a global leader in Tax/Advisory and professional services.
  • Requirement gathering and blue print analysis
  • KT sessions to team members on application functionality and business processes
  • Process analysis and mapping
  • Analyse new business requirements and pitch new business scenario coverage for SAP testing
  • SAP issue resolution and de bugging
  • User story building and Use case writing
  • Deliver different POCs for SAP business process testing
  • Off shore functional lead and SPOC for offshore functional deliverables and knowledge transfer
  • Act as a business analyst for the client requirement gathering
  • Train the technical team with the SAP functional process and help with the process flow
  • The customer is a global leader in Tax/Advisory and professional services.
  • Coordinated communication between stakeholders to facilitate issue resolution and maintain project momentum.
  • Conducted thorough quality assurance testing to identify and resolve software issues before deployment.
  • Led cross-functional team for successful system implementation, ensuring seamless end-user experience.
  • Implemented risk mitigation strategies to minimize potential delays in project completion.
  • Conducted training sessions for end-users following system implementations, promoting user adoption and proficiency.

CRM Officer – All India CRM Lead/SPOC for Marketing and Sales

Waters India Pvt Ltd.
03.2012 - 10.2016
  • Company Overview: The customer is a leader in the Analytical Instrumentation, production and sales.
  • SAP End user support for more than 80 users
  • Handling a team of 3 SAP consultants (SAP CRM service, ABAP and SAP CRM)
  • Responsible for SAP CRM enhancements and upgradation projects
  • Responsible for Business forecasting and other reports through BI and BW
  • Implementation, deployment and rollouts handled
  • Requirement gathering from field and organization for further enhancements
  • Business Intelligence and Data Mining
  • Project management and Business Requirement Gathering
  • Business analysis and enhancement proposals
  • Functional documentation and Knowledge transfers
  • Single POC for All India SAP CRM activities
  • The customer is a leader in the Analytical Instrumentation, production and sales.
  • Developed customized reports for improved sales forecasting and accurate performance tracking.
  • Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision making.

Technical Support Officer

Convergys India Pvt Ltd
06.2011 - 03.2012
  • Company Overview: The customer is a World Leader in Storage and data management.
  • Acting as a Logistics Support Specialist for the client NetApp
  • Working on SAP CRM for logistics solutions
  • New process roll outs and trainings in CRM
  • Dealing with Part request, Shipping orders, dispatching engineers onsite for part replacement
  • Stock out issues and manual sourcing of the part according to stock and depot availability
  • Working as a Logistics specialist specialized in manual orders and Sourcing
  • Business analysis and enhancement proposals
  • Functional documentation and Knowledge transfers
  • The customer is a World Leader in Storage and data management.
  • Improved customer satisfaction by resolving technical issues in a timely manner.
  • Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
  • Provided comprehensive support for various software and hardware, enhancing overall user experience.

Technical Support

Accenture India
07.2009 - 06.2011
  • Company Overview: This is a procurement process for Deutsche Bank.
  • Acting as a Subject Matter Expert for the client Deutsche bank in the procurement process
  • Working on the SAP FICO and SAP CRM system for the accounts payable issues and Data mining
  • Dealing with the purchase orders and the quotation queries of the client using the materials management module
  • Reporting to the clients on the process improvements and other queries using the CRM and MM module
  • Working as a SME in the support process
  • Business analysis and enhancement proposals
  • Functional documentation and Knowledge transfers
  • This is a procurement process for Deutsche Bank.
  • Increased customer satisfaction by providing expert technical support for electronic products.
  • Increased customer satisfaction by providing expert technical support and addressing concerns promptly.
  • Provided technical support and expertise to facilitate office and field site visits.
  • Contributed to successful productions by providing timely technical support during live shows.

SAP Consultant

Tata Consultancy Services
08.2007 - 06.2009
  • Company Overview: This is a project I worked in TCS our client was SAP A G.
  • Single point of contact for client
  • Recommend Process Improvements and act as a link between Operational Users and IT team
  • Responsible for the complete base and fundamental customization of the SAP CRM system as per the client requirements
  • Worked on different tools like segment builder, upload tool, quick viewer, SE 16, SE 38..etc in SAP CRM for client requirements
  • Resolving Process related queries & designing the process flow for new processes
  • Business analysis and enhancement proposals
  • Functional documentation and Knowledge transfers
  • This is a project I worked in TCS our client was SAP A G.
  • Developed client-specific documentation, enabling efficient use of SAP applications and functionalities.
  • Enhanced system performance with regular system monitoring, troubleshooting, and optimization tasks.
  • Supported continuous improvement efforts by regularly updating knowledge on relevant SAP modules and industry trends.
  • Solved functional and technical obstacles and worked closely with project team from different streams.

Education

Master Degree - Information Technology

MBA - IT
03-2016

Bachelor of Commerce - Commerce

Christ College
Bangalore
06.2004 - 03.2007

Skills

Product Management

Training

Change management

SAP expertise

Cross-functional collaboration

Project management

User acceptance testing

Agile methodologies

Certification

Master Degree – Data Science, Simplilearn, 2017

Timeline

Sr Manager – SAP OTC, Product Manager

Ecolab Digital Centre
06.2020 - Current

Functional Lead - Lead Business Analyst

Hexaware Technologies Ltd.
10.2016 - 06.2020

CRM Officer – All India CRM Lead/SPOC for Marketing and Sales

Waters India Pvt Ltd.
03.2012 - 10.2016

Technical Support Officer

Convergys India Pvt Ltd
06.2011 - 03.2012

Technical Support

Accenture India
07.2009 - 06.2011

SAP Consultant

Tata Consultancy Services
08.2007 - 06.2009

Bachelor of Commerce - Commerce

Christ College
06.2004 - 03.2007

Master Degree - Information Technology

MBA - IT

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Francis RaphealSr Software Engineering Manager