Shashikant Patnaik

• Lead multiple small to medium sized projects through all phases of the SDLC, ensuring timely delivery within scope and budget.
• Administer Agile/Scrum processes, including sprint planning, daily stand-ups, sprint reviews, and retrospectives for cross-functional teams.
• Utilize ServiceNow, JIRA to manage project task, track progress, and create dashboards for real-time KPI monitoring
• Implemented automation opportunities within ServiceNow optimizing ITSM processes and reducing ticket resolution time.
• Collaborate with stakeholders to ensure continuous alignment of program scope with strategic business objectives, making recommendation for process improvements.
• Managed project resources, risks and dependencies to ensure successful project delivery
• Trained and mentored teams on Agile best practice, enhancing team performance and productivity
• Led software development projects using Agile/Scrum methodologies, managing the development lifecycle from design through to development.
• Created and assigned user stories and task using ServiceNow ensuring effective collaboration among team members
• Managed project milestones and risks, reporting progress to stakeholders and adjusting plans as necessary to meet deadlines.
• Well conversant with implementation phases like discovery, explore, realization, deployment and hyper care and related documentations and signoff.
• Overseeing end-to-end QA delivery and application support for Azure and ServiceNow, with team size of 40+ members.
• Spearheaded the ServiceNow training program for upskilling, developing competency for 100+ team members
• Drove GenAI adoption for different tracks realizing significant cost efficiencies.
• Successfully executed SOC (Type I & Type II) external audits.

SAP Application Support (L1, L2 & L3) ITSM / ITIL Process Management SLA & KPI Governance People & Performance Management Knowledge Management & SOP Compliance

• Led a team of 40+ application support professionals for SAP integrated ERP solutions.
• Assistant Manager with deep knowledge of SAP architecture and IT landscapes, delivering seamless day-to-day IT operations.
• Leading a global support team handling Level 1–3 issues across SAP modules for EMEA and Americas with 24x7 coverage.
• Experienced in SAP implementation phases: Discovery, Explore, Realization, Deployment, and Hypercare.
• Ensuring alignment across architecture, BASIS, business, testing, and change management.
• Primary escalation point for clients and onshore teams across all support levels.
• Driving process improvement by integrating automation and ServiceNow BOTs.
• Managing change delivery with risk mitigation and client approvals.
• Coordinating with third-party vendors to address technology gaps.
• Hosting regular stakeholder calls to review IT service delivery metrics.
• Ensuring 100% compliance with production and quality targets.
• Preparing and maintaining operational trackers, and weekly/monthly client reports.
• Managing audit readiness, compliance with ISMS standards, and addressing external audit queries.
• Overseeing ITIL processes for Incident, Change/Release, Problem Management, and monitoring tools.
• Ensuring monthly SLA adherence for all support tickets.
• Periodic review and reporting of SLA status and service achievements.
• Identifying service breaches and supporting cross-account process standardization.
• Directly managing 20+ team members and indirectly overseeing 30+ cross-functional staff.
• Onboarding, mentoring, and integrating new hires; conducting daily stand-ups and setting goals.
• Driving performance management through productivity metrics, feedback, and improvement plans.
• Ensuring high-quality task execution with focus on operational excellence.
• Documenting issue resolutions and maintaining knowledge base for reference.
• Regular review and update of SOPs in collaboration with clients.

• Demonstrated leadership skills in managing projects from concept to completion.
• Actively involved in vendor master activities I.e creation of new vendors, extension, bank/IBAN maintenance
• Data cleansing activities for vendor master.
• Improve & drive ERP application projects from IT and also facilitate project implementation by proper coordination between project team and business stake holders.
• Able to perform data stewardship and enrichment/enhancements with SAP data migration
• Handled change request management to ensure proper migration of the transport requests to production ensuring approvals in place.

• Materials creation & Extension
• Profit center Updation
• New GTIN (Global trade identification number) creation for Unit/Case/pallet/Inner Pack in Materials by Customized GTIN tool.
• Customized T.code testing, Plant testing in Sandbox & Quality environment.
• Customer creation & maintenance
• Customer/ Material Info Record.
• Creation & Updation of Customer, Material & Vendor records by using LSMW & SAP script.

• Process vendor invoices
• Analyze and reconcile vendor statements & transmitting electronic AP transactions to the system
• Processing of recurring invoices, utility invoices, urgent payments, Legal Invoices & claims processing
• Checking, verifying, validation of invoices with to ensure all details and rates are as per contract agreements,
• Adherence to internal controls and compliance requirements.

• Cash Management,
• Preparation of Bank payment vouchers & postings,
• Preparation of monthly expenses status of vendors & branches,
• Monthly expenses & petty expenses calculation & posting in the ERP,
• Maintaining daily reports & monthly MIS for reporting purpose,
• Coordinating for queries generated from 10 spoke locations.

• Relationship management with key accounts to increase the level of sales growth
• Preparation and finalize of accounts in relation to tax matter such as income tax
• Reviewing and interpreting the market trends/clients feedback.