Yogesh Dattatray Shinde
Retail - Application Support Expert
Kalyan
Summary
Application Support Manager with 25+ years of experience in application support, customer service, incident management, and team leadership. Experienced in managing L1, L2, and L3 support teams, ensuring SLA compliance, driving service improvements, resolving critical production issues, and maintaining high customer satisfaction. Skilled in stakeholder management, problem management, root cause analysis, release management, and process optimization,Experienced in managing SAP and M3 integration environments.
Overview
3
3
Languages
2
2
Certificates
25
25
years of professional experience
Work History
Associate Customer Support Manager
ETP International Pvt Ltd
11.2007 - Current
- Manage and lead L1, L2, and L3 application support teams.
- Ensure application availability and adherence to SLAs and KPIs.
- Handle incident, problem, and escalation management for critical business applications.
- Conduct root cause analysis and implement preventive measures to reduce recurring incidents.
- Coordinate with development, testing, and infrastructure teams for issue resolution and releases.
- Manage customer communications, service reviews, and escalation calls.
- Monitor support metrics and prepare management reports and dashboards.
- Drive continuous improvement initiatives, automation, and process optimization.
- Plan resource allocation, team training, and performance management.
- Ensure compliance with ITIL processes, change management, and audit requirements.
- Successfully managed and supported SAP and M3 integrations, ensuring reliable data flow between enterprise systems and minimizing business disruptions.
- ETP is an international software solutions company with a presence in 14 countries across Asia Pacific and the Middle East. ETP provides retail solutions to leading retailers using its ETP V5 retail management software as a platform. ETP V5 is a scalable retail ERP solution which integrates demand and supply for all supply chain and retail functions.
- Lead a team of 25 support professionals across L1, L2, and L3 functions.
- Reduced incident backlog from 50+ tickets to fewer than 5 through proactive monitoring and problem management.
- Improved SLA compliance and customer satisfaction through effective escalation management.
- Successfully managed application support operations for multiple enterprise customers.
- Introduced process improvements that reduced resolution times and increased team productivity.
- SAP & M3 integrations support
Senior Installer cum QCC & Support Department
ShawMan Software Pvt Ltd
01.2006 - 11.2007
- Testing new enhancements required by Clients.
- Testing software compatibility with various hardware devices like various POS machines, bar code printers and scanners, card readers, etc.
- Execution and Bug logging, Execution of test plans, manual testing, reporting of findings
- Participate in functional review, test plan reviews and bug triage.
- Understand functional requirements to help prepare a test cases
- ShawMan Software Enterprises specializes in system hospitality projects. Vendors included IBM, Epson and Siemens Nixdorf. Retail PCs, touch screens, remote terminal displays, pagers, and swipe card readers are the services included.
Hazel InfoTech Pvt.Ltd.
08.2005 - 01.2006
- Implementation & Training of a Excise, Export, Inventory, Indenting & Accounts package
- Troubleshooting & solving customer queries at Client placed.
- Hazel InfoTech is part of HML group. Software focuses on Excise related manual records and documents, equipped with E-cess and e-filing of returns with messaging and chats.
Bix Software Pvt Ltd
02.2003 - 08.2005
- Implementation &Troubleshooting & Training of an Insurance Software Package on Field.
- Arrange demo & Orientation regarding package For Marketing of Software.
- Testing of software and made error list module wise and same is reported to development team.
I Logic Software Solutions
01.2001 - 06.2002
- Implementation Troubleshooting & Training of Telecommunication Software Package on Field.
- Arrange demo For Marketing of a Software
- Involve in Development, Assembly &Testing of Telephone Call Buffer & CLI System.
- Intercom Calls and provide MIS report about it to help users to keep a watch on telephone expanses and Use. Company also involved in manufacturing of call buffer unit to store a up to 800 call when system crash down.
Education
MBA -
Sikkim Manipal University
01-2014
GNIT course - undefined
NIIT
Kalyan01-2000
Bachelor Degree - Arts(Economics)
Mumbai University
01-2000
Skills
Application Support Management
SAP Integration Support
M3 Integration Support
ERP Support & Maintenance
Incident & Problem Management
Root Cause Analysis (RCA)
ITIL Processes
Service Delivery Management
Certification
Exposure to Automation Testing Tools: - Certified QTP 9.2 from Seed InfoTech
Timeline
Associate Customer Support Manager
ETP International Pvt Ltd
11.2007 - Current
Senior Installer cum QCC & Support Department
ShawMan Software Pvt Ltd
01.2006 - 11.2007
Hazel InfoTech Pvt.Ltd.
08.2005 - 01.2006
Bix Software Pvt Ltd
02.2003 - 08.2005
I Logic Software Solutions
01.2001 - 06.2002
GNIT course - undefined
NIIT
Bachelor Degree - Arts(Economics)
Mumbai University
MBA -
Sikkim Manipal University
Languages
English
Hindi
Marathi
Personal Information
- Date of Birth: 05 December 1978
- Gender: Male
- Marital Status: Married
Industry wise Functional Experience
- Retail Applications: 20 years
- Insurance Applications: 2 years and 8 months
- Excise & Export Applications: 6 Months
- Telecom Applications: 1 year
Personal Information
- Date of Birth: 05 December 1978
- Gender: Male
- Marital Status: Married