Sanjeev Shrivastava
Support Team Manager
Bangalore
Summary
I am self-motivated and working with SAP for 17 years in product support. Started as associate, worked as topic contact, nexus, and support architect in Logistics area. I also worked as compliance champion for SC India, faced and lead multiple compliance (ISO and data protection) audits. I have Support center India in multiple projects as leader. It includes various disruptive changes like CSS to BCP, Introduction of expert chat, product support reporting (BI), etc. Now leading a strong team of young and experienced engineers since 2017 producing excellent results with global team.
Knowledgeable Leader with robust background in managing support teams and enhancing operational efficiency. Successfully led initiatives to improve customer satisfaction and streamline support processes. Demonstrated expertise in team leadership and problem-solving.
Results-driven professional with proven experience in support team management, adept at optimizing team performance and driving customer success. Strong focus on collaboration and achieving measurable outcomes. Reliable and adaptable, showcasing excellent communication and conflict resolution skills. Knowledgeable leader with robust background in managing support teams and enhancing operational efficiency. Successfully led initiatives to improve customer satisfaction and streamline support processes. Demonstrated expertise in team leadership and problem-solving.
Overview
18
18
years of professional experience
Work History
Support Team Manager, BTP Core Product Services
SAP
Bangalore
05.2017 - Current
- Company Overview: SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
- Keeping disruption to minimum to ensure easy and smooth functioning
- Running change management smooth, comfortable but effective
- Keeping focus in development of everyone considering their requirements
- Working continuously on employee engagement
- Developing second line of leadership and delegate activities to development combined leadership.
- Work continuously on team culture to maintain teamwork and support culture
- SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
- Managed a team of remote support representatives, ensuring seamless coordination and effective communication across multiple time zones.
- Developed comprehensive training programs for new hires, increasing first-call resolution rates and employee retention.
- Collaborated with cross-functional teams to address systemic issues impacting customer experience, resulting in improved product quality and reduced support volume.
- Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
- Evaluated emerging technologies related to customer support services, recommending strategic investments that led to cost savings or increased efficiency gains for the business as a whole.
- Improved customer satisfaction by implementing efficient support processes and enhancing team communication.
- Managed scheduling, workload distribution, and resource allocation to ensure optimal productivity and timely issue resolution.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Leading Strategic Projects in Project Support
SAP
Gurgaon
01.2014 - 05.2017
- Company Overview: SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
- Coordinated with development team and global teams to organise projects
- Planned and organized change in support center India.
- Organise and coordinated trainings, feedback sessions, consultation sessions, etc to ensure smoothest changes
- Delivered customer outreach sessions to propagate New generation Support.
- SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
Topic Contact and Nexus Engineer
SAP
Gurgaon
01.2007 - 01.2015
- Company Overview: SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
- Conducted trainings to global product support and provided technical support
- Keeping close contact with development support to receive latest technical know-how.
- Helped in developing team at Brazil by personal training and mentoring
- Was SAP community moderator till taking STM position.
- Created SAP Notes, KBAs, WIKI etc to reduce incoming cases.
- SAP is a global leader in enterprise software and software-related services. Website: https://www.sap.com
Skills
Organizational and Leadership Experience
Team Management & Motivation
- Strategic thinking
Operational Excellence
Coaching and mentoring
Teamwork and collaboration
Stakeholder Engagement and Partner Collaboration
Customer Management & Escalation Handling
Performance management
Compliance & Strategic Execution
Professional networking
Team development
Global & Cultural Agility
Continuous improvement
Relevant Trainings
- Prepare to leadership
- Influence without authority
- Conflict resolution
- Inclusive leadership
- Coaching for engagement
Leadership Style
- I use transparent and predictive decision making
- Consistency is main key to gain trust
- Coaching is my default style of leadership. Involving team in decision making helps me a lot
- I prefer to inspire and support team in producing best business results.
- I use adequate leadership styles to different T level. It helps in developing and managing team smoothly.
- Have strong relationship in portfolio leadership team to align direction and efforts in various areas.
- Have strong alignment with PS and SAP strategy to have consistency with business strategy.
- I am part of portfolio leadership advisory board where we come up with innovative ideas and work on many to lead improvements.
Timeline
Support Team Manager, BTP Core Product Services
SAP
05.2017 - Current
Leading Strategic Projects in Project Support
SAP
01.2014 - 05.2017
Topic Contact and Nexus Engineer
SAP
01.2007 - 01.2015
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