Mohan Krishna Upputuri

Technical and Support Responsibilities.

• My team is the first point of contact for users, handling incident tickets, service requests, and RfC tickets on the Ticket Fox system, earlier in ServiceNow.
• Performed initial triage and troubleshooting for S4 HANA and related applications, escalating unresolved cases to higher-tier teams.
• Supported migration, testing, and development activities for S/4 HANA in line with evolving business requirements.
• Conducted scheduled configuration changes and deployments, ensuring compliance with documentation and standards.
• Continuously built expertise in application suite troubleshooting, infrastructure, and process improvements.

Functional and Leadership Responsibilities

• Identified and implemented process improvements to close performance gaps, and optimize department efficiency.
• Collaborated with cross-functional stakeholders to align service delivery with corporate objectives.
• Developed targeted strategies to improve customer satisfaction.
• Conducted interviews and onboarding; successfully built a strong support team, training six associates in the first year.

• Provide budgets for customers, presenting about 2,000 budgets to customers, with an acceptance rate of 65%. Service recommendations.
• Customer assistance ensures the resolution of customer issues by coordinating with Sales, Operations, and Supply Chain Management. Coordinates resolution with After-Sales Service and/or Spare Parts teams.
• Customer requests: Recommend appropriate solutions for customer requests, and coordinate with related teams to ensure the complete handling of the request, such as providing technical data, prices, etc.
• Customer relations: proactively inform customers about issue status based on inputs, and clarify any questions. Ensures a positive customer experience throughout the entire process.
• Data analysis: Prepares and analyzes regular statistics (e.g., forecast) using available tools and collecting relevant information.

Achievements:

• Awarded the Trailblazers Award for Outstanding Contribution in providing timely and quality services to internal global customers of BU – Turbocharging.
• Two consecutive years with a 98% customer satisfaction rate in budget preparation and agreement creation.

• Participation in tenders and RFQs from the Africa and Middle East regions by preparing the technical tenders and price bids.
• Document preparation for prequalification in Middle East utilities.
• Interacting with new customers by developing the market range.
• Handling the entire export documentation.
• Preparation of commercial documents as per Letter of Credit (L/C) for getting payments without delay.
• Follow up and direct interactions with internal departments and the shop floor for on-time completion of manufacturing activities.
• Interaction with various CHAs to get on-time deliveries of goods, and obtaining delivery proofs.

Achievements:

• Completed the MOU with DEWA-Dubai, KNPC-Kuwait.
• Won tenders worth $21.07 million USD from KPLC, Kenya.
• Won an order worth €9.75 million from GECOL, Libya.
• Completed executing orders worth $24.5 million USD to BREB, Bangladesh.
• Promoted to the engineer cadre before the prohibition period.

• Gained hands-on experience with various engineering tools, equipment, and materials through active participation in practical workshops.
• Developed strong relationships with peers and mentors, fostering a collaborative work environment conducive to learning and growth.
• Reduced the design wastage by 5 % on the MS part