Sanjay Kumar R
Bangalore
Summary
Support Operations Analyst with hands-on experience in Installed Base, Licensing, Contracts, and ERP systems supporting enterprise customers for NetApp. Proven ability to manage master data, resolve discrepancies, support cross-functional teams, and deliver SLA-driven customer service. Strong analytical, communication, and problem-solving skills with a customer-first mindset.
Overview
6
6
years of professional experience
Work History
CSIB Analyst (NetApp)
Concentrix
Bangalore
08.2022 - Current
- Support Operations Analyst – Installed Base & Licensing
- Ensuring right customer installed base data across all tools.
- Streamlined and maintained right customer order processing, master data, and Installed Base/Contract/Licensing records across SAP CRM, Oracle ERP, Oracle cloud, and business analytics platforms, improving data integrity and operational efficiency.
- Fixing discrepancies in the IB data directly or through cross functional teams such as the ERP team, OM Collaborate with cross-functional teams, including SAP Helpdesk, Licensing, and Product Managers, to resolve issues and ensure smooth operations.
- Provide guidance to customer as a single point of contact about all products and requirements related to Service Entitlement, licensing, and technical queries.
- Creation and update of service contracts and creating Licenses for specific products as required directly or reaching out to the relevant cross functional teams such as the ERP team, OM Team, SAP Core team, Licensing team, or relevant Product Managers.
- Resolving billing issues of Licenses, contract, and warranties.
- Provide business intelligence through data analysis.
- Extract various report and perform per audits to meet the SLA.
- Escalation Handling.
- NetApp Support Site Administration.
- Initiatives - Floor Support, Pre-Auditing L1 & L3 team Registration cases, Cases Tracker report submission, handling projects.
- Also helped them to come over with their difficult area of processes.
- We deliver customer service support and provide effective solutions for complex issues related to our clients' products and services.
- Ensure service delivered to our customers meets contractual Key Performance Indicator.
- Maintain broad knowledge of client products and services.
- Participate in activities designed to improve customer satisfaction and business performance.
- Multitasking: toggling between live cases, Inbound calls, outbound calls and chats as needed.
Social Media & Email Marketing Specialist
Shobhita
01.2020 - 01.2021
- Managed social media campaigns and email marketing initiatives.
- Assisted in content planning, customer engagement, and brand promotion activities.
Education
Bachelor of Science -
Vijaya College, Bangalore University
BangalorePCMB - Physics, Mathematics, Chemistry and Biology
Parikrama Junior College
10th Standard -
Parikrama Humanity Foundation
Skills
- Installed Base Management
- Licensing & Contracts
- SAP CRM
- Oracle ERP
- Oracle Cloud
- Data Analysis & Reporting
- SLA & KPI Compliance
- Cross-Functional Collaboration
- Customer Support & Escalation Handling
- Multichannel Support Operations
Languages
- English
- Kannada
- Hindi
- Tamil
Timeline
CSIB Analyst (NetApp)
Concentrix
08.2022 - Current
Social Media & Email Marketing Specialist
Shobhita
01.2020 - 01.2021
Bachelor of Science -
Vijaya College, Bangalore University
PCMB - Physics, Mathematics, Chemistry and Biology
Parikrama Junior College
10th Standard -
Parikrama Humanity Foundation