Prajisha Kai Mangalath

MIM acts as the central driver and coordinator in major incident handling. MIM is responsible for guaranteeing the quickest possible service restoration for customers' business downtime situations. In this, MIM orchestrates technical support personnel from all involved service areas, makes sure the right resources are involved in the resolution process, and hosts and moderates the major incident bridge call. Additionally, MIM takes care of SAP-internal stakeholder communication by sending regular status and progress updates and liaises with the De-Escalation Architect (DEA) team and other customer facing functions to make sure correct and consistent information is provided to the customer.

• Trigger and moderate major incident bridge calls.
• Ensure availability of required technical experts in the major incident bridge calls.
• Send SAP-internal management and stakeholder notifications regularly.
• Ensure proper documentation of the proceedings in major incident bridge calls by maintaining a consistent and detailed sequence of events document for every major incident.
• Review and approve non-disruptive emergency change requests.
• Trigger and coordinate communication and collaboration during crisis situations.
• Escalate to the ECS Manager on Duty if a decision for further path is required.
• Liaise with DEAs and other customer-facing functions to ensure consistent communication outside SAP.
• Review and approve Work@Risk scenario capacity extensions.
• Ensure creation of consistent documentation of proceedings in major incident bridge calls.
• Moderation of bridge calls.
• Involvement of and escalation within service areas and technical areas.
• Involvement of additional resources as required.
• Escalation to Manager on Duty, as required.
• Sending of internal major incident notifications.
• Maintenance of a consistent sequence of events documents per incident.
• Availability via 24/7 MIM hotline for any requestors within ECS.
• Approve non-disruptive emergency change requests.
• Approve emergency capacity increase requests.
• Guarantee the creation of a problem record at the end of a major incident to trigger the PM process.
• Support PM process with input in case any information is unclear or missing.

• Monitoring the Level 1 escalations (SPC based) for Service request Area and to coordinate with the support teams to get the escalation addressed at the earliest
• Establish quality delivery reporting for critical customers by ensuring the preliminary RCA is shared on time by the L2 support.
• RCA helps in determining and identifying defects and main causes of defects.
• Validating the tickets based on requested parameters and to ensure quality service provided to customers.
• Monitoring and tracking SR Dashboard tickets on regular intervals and informing the team in case of any irregular activity or escalations, providing our customers better orchestrated service.
• Alerting the execution team on upcoming scheduled activities.
• Validating the open tickets for Critical customers on a daily basis and helping the internal team to schedule the activities. Reschedule the activities based on the latest update from the requester.
• Maintained communication with relevant internal and external stakeholders on the results, services, improvements, and key issues of SAF.
• Training the new members in the team and helping them scale up quickly.
• Assisting the team members in understanding the process easily and providing continuous feedback to the team members on a daily basis.
• Maintained communication with relevant internal and external stakeholders on the results.
• Extracting data from ServiceNow and SPC tools for audit purposes and SLA compliance verification.

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
• Responsible for creating, maintaining, and enhancing the incident management, problem management, knowledge management, and service request management.
• Performed ticket solving, MyAccess requests.
• Worked on Queue manager and Snow tool.
• Provided payment and trading application basis administration support.
• Worked on security provisioning.
• Experience on SNOWtool for handling customer tickets and requests.
• User creation, modification, and removal in payment and trading applications, resolving user access issues.
• Providing Technical Support to Customers.
• Customer service: Communication with customers, handling queries, and solving them.
• Handling User Administration (Creation/Deletion/Lock/Unlock/Password reset)
• Managing INC connections.
• Extracting data from ServiceNow for audit purposes and SLA compliance verification.