Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Personal Information
Timeline
Generic
Priyanka Jain

Priyanka Jain

Bengaluru

Summary

Seasoned Management Professional with 18+ years of strong technical and industry experience working with SAP Labs India.

Focused on enhancing workflows and procedures to maximize team success.

Leading Cloud and On Prem Product Support teams, driving strategy, operational efficiency, and Customer management. Expertise in leading incident management, escalation management and working with customers. As a line manager skilled in managing, coaching, motivating the team. PMP, ITIL certified & Erickson certified business coach.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Support Manager – Business Technology Platform

SAP Labs India Pvt. Ltd.
Bangalore
01.2021 - Current
  • Managing the Cloud Product Support team for SAP Business Technology Platform - Integration and Foundation Services
  • Strong focus on Business KPI delivery ensuring best support in Cloud Services through Incidents and other channels of support
  • Collaboration with Global BTP teams and Engineering teams to drive seamless support experience for customers
  • Ongoing partnership with Critical support functions like Cloud Engagement Executives, TQMs, Support Advisors to ensure excellent support on high level escalations and customer communication
  • L&D Lead for Support Centre India
  • Global Trainer for Customer Interaction Skills Workshop Meta skills and working on building the content for Customer First Mindset Workshop
  • Line manager activities like People Performance Management, Business& Operation Reviews, Team Readiness, L&D, Resource Management, Partner/Third Party Vendor Management etc
  • Global Lead for Business Women Network Virtual Chapter
  • Core team member of D&I at SAP Labs India.

Support Manager - Product Support

SAP Labs India Pvt. Ltd.
Bangalore
01.2015 - 01.2020
  • Managed 25+ member team spread across multiple product teams for SAP NetWeaver Java, Cloud & HANA Platform, SAP BW&BI, Mobility and Sybase
  • Handled Mission Critical Support with primary focus on escalations, Go-live and production down scenarios
  • Collaborating and working closely with Development and Support Ecosystem for Customer Success
  • Acted as trusted advisor for top customers in India ensuring delivery of enterprise support service plans based on customer pain points
  • Running the campaigns for Cloud Solutions on BTP and promoting Next generation Support
  • Coached employees through day-to-day and complex problems
  • Tracked and documented key metrics, KPIs and evaluated trends
  • Managed work schedules to accommodate changing levels of staff and workload
  • Established and implemented training programs to maximize team performance
  • Trainer for Customer Interaction Skills workshop and trained over 150 employees globally.

Principal Support Engineer

SAP Labs India Pvt. Ltd.
Bangalore
01.2010 - 01.2014
  • Led a team of 15+ team members in the capacity of Subject Matter Expert- SAP NetWeaver Enterprise Portal and Application Server on Java stack
  • Handled complex customer cases and provided 24X7 support for critical business scenarios
  • Liaised with Engineering teams globally in critical customer situations, providing timely support
  • Knowledge transition expert - pushed knowledge from engineering teams to the product support team
  • Created technical knowledge base for customers on missing documentation, fixes, configurations etc
  • Mentored new team members, upskilling them with technical knowledge as well as the process knowledge.

Support Engineer

SAP Labs India Pvt. Ltd.
Gurgaon
01.2006 - 01.2010
  • Worked as Support Engineer for Enterprise Portal with expertise in areas like Portal Navigation, Page Builder, WebDynpro Pages, Portal Activity Reports, Personalization, and many more
  • Analyzed and resolved customer issues by means of knowledge databases & performed root cause analysis on customer systems
  • Capture customer feedback to influence process/product improvements
  • Develop strong working relationships with cross-functional teams.

Education

Master of Computer Applications -

Punjab Technical University

Bachelor of Information Systems -

Guru Gobind Singh Indraprastha University Delhi

Sr. Secondary School -

CBSE
01.2000

Secondary School -

CBSE
01.1998

Skills

  • Customer Management
  • Escalation Management
  • Leadership & People Management
  • Operation Management
  • Project Management
  • Coaching, Mentoring, L&D and Shadowing
  • Third Party Vendor Management
  • SAP Business Technology (Cloud) Platform
  • SAP NW Application Server Java & Enterprise Portal
  • SAP NW Portal (74 , 73 ,70 ,60) with Enhancement Packages
  • Application Servers - SAP WAS 620/640/700
  • Languages - C, C , Java , SQL , PL/SQL , JavaScript
  • Database- ORACLE 9i, 10g , DB2 , SQL Server
  • Tools- Visual Administrator , SDM , Developer 2000

Certification

  • Erickson Certified Business Coach
  • Project Management Professional, PMI
  • ITIL
  • Oracle 10g Database Administrator

Accomplishments

  • DBS Award in SKOM 2019 for the collaboration with Enterprise Support ensuring Customer Success and campaigning for Next Gen Support
  • Multiple awards for contribution and collaboration with Customer Engagement Team, Learning & Development, Diversity & Inclusion, Business Women Network etc.
  • SAP’s Leadership Academy Program in 2021
  • Selected among 30 people globally for Erickson Coaching Program Certification

Personal Information

Title: Support Team Manager - Product Support

Timeline

Support Manager – Business Technology Platform

SAP Labs India Pvt. Ltd.
01.2021 - Current

Support Manager - Product Support

SAP Labs India Pvt. Ltd.
01.2015 - 01.2020

Principal Support Engineer

SAP Labs India Pvt. Ltd.
01.2010 - 01.2014

Support Engineer

SAP Labs India Pvt. Ltd.
01.2006 - 01.2010

Master of Computer Applications -

Punjab Technical University

Bachelor of Information Systems -

Guru Gobind Singh Indraprastha University Delhi

Sr. Secondary School -

CBSE

Secondary School -

CBSE

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Priyanka Jain