Eisha Rajpaal

Experience

• 

  PEC, SUSCET, KC Engineering College

  May 2005 - Jun 2006

  Lecturer

  Lecturer, M.E. Fellow-Data Mining and Data Warehouse• Served as guest faculty, teaching assistant, and occasionally substituted lecturer to handle intermediate-level courses for engineering students during and after my post-graduation.

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  Tata Consultancy Services

  Aug 2006 - Jul 2007

  System Engineer

  Associate Support Engineer (BW, Informatica), Incident Handling• Successfully coordinated onsite-remote model with proactive and reactive engagement for critical business processes to ensure business continuity and smooth business operations.

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  SAP

  Aug 2007 - now

  Customer Success Manager• Lead MaxAttention engagement for successful adoption of SAP solutions at a large multinational SAP customer to ensure their business continuity, promote customer retention, and achieve customer satisfaction.• Work in an advisory role for MaxAttention customer to support customer projects, manage critical situations, and develop service roadmaps for the customer services portfolio based on SAP contracts.Regional Delivery Manager, Enterprise Architect• As a regional delivery practice head for Value Starter, defined and implemented lean management and established a self-sufficient delivery organization across APJ. • As part of SAP S/4HANA MOVE initiative, closely collaborated with the partner ecosystem and worked with customers to prepare business cases using Value Starter (VS) and Adoption Starter (AS) programs designed to understand the business value with digital transformation by focusing on critical key metrics, strategic business & core IT priorities. Deliverables include designing an innovation and efficiency case, defining the future product roadmap strategy, understanding the transition approach, and developing a financial benefit case.• Support the SAP Business transformation services to enable the customer for the digital transformation journey in terms of identifying the required business capabilities, understanding the future product roadmap, and providing the direction for successful implementation. Show less ASEAN WISE Fellowship 2021, Angels of Impact, Social Enterprise Business Advisor• Worked with social enterprise Colorsilk to preserve the ancient tradition of ethical silk weaving and empower women in the rural isolated areas of Cambodia by training and upskilling them to attain sustainable livelihood. I supported them in the business expansion both in the domestic and international markets, adding new products to the enterprise portfolio and making them funding ready for future potential investors.Recruitment Drives – Scholar Program, IQ Challenge• Supported the hiring process for a scholar program designed in collaboration with reputed institutes in India to evaluate suitable candidates. • Establish and Coordinate IQ challenge - An initiative for the customer success team to showcase their valuable contribution in the customer engagements in three categories such as co-innovation, operational excellence, and learn/grow. Show less Project and Customer Management, Engagement Architect• Worked in an advisory role as Focus TQM (Technical Quality Manager) to support customer projects. Supported PMO to develop roadmaps for customers' services portfolio based on SAP contracts.• Worked as a project lead in multiple projects covering complete SAP Activate methodology. • Worked closely with development teams to design and develop tailored innovative solutions with industry partners.Agile Coach, Recruitment Drives• Certified Agile and Scrum expert assist customers in the early adoption of game-changing technology and adherence to new digital market standards.• Supported the hiring process to evaluate the candidates to obtain the right fit for the designated role.Trainer, Content Development• Supported Learning and Development departments in content development of HANA courses.Sounding Board Operations Lead • A platform provided to employees to share ideas, suggestions, concerns and opinions in anonymous way to leadership team without any fear of bias or judgement to make a better workplace. Show less De-Escalation Architect, Premium Engagement Service Delivery• Led global customer engagements with traditional & virtual teams in Premium Engagement Services, and escalations across SAP solutions and industries.• Collaborated closely with Mission Critical teams with a focused approach across the globe in the model framework of 24/7 engagement for handling crucial customer engagements for business continuity and mitigating risks.• Highly experienced in helping business and technology teams to define strategies that ensure the SAP solution meets key performance metrics and aligns with business goals and objectives.• Responsible for delivering Proof Of Concepts, implementation projects, and safeguarding solutions.• Performed End-to-End Root Cause Analysis to understand complex customer installations/landscapes to optimize database, memory, I/O, and SQL statements.• Fiori Expertise: Transactional and Analytical Applications using KPI modeler, configuration, customization, and extension of Fiori Applications.• Proficient in HANA Troubleshooting, ABAP profiling, Code Inspector and SQL Monitor. • Designed new reporting requirements using HANA artifacts, HANA modeling, SQL Scripts and CE functions.External and Internal Skill Development• Delivered multi-day remote SAP Expert Guided Implementation sessions to guide and teach customers with an objective of empowerment and execution to ensure the optimal realization of obtained benefits. • Conducted Induction programs for new team members and supported management in organizing and delivering internal training with an emphasis on skill development and customer success fundamentals. Show less Senior Expert, Remote Service Delivery• Rendered services for new dimensional products to integrate existing systems with new ones leading to more business and added revenue. • Functional upgrade and OS/DB Migration Sessions: Perform hardware capacity analysis to determine required hardware resources and provide recommendations to meet planned production workload requirements for the release upgrade or OS/DB migration. • Technical performance optimization Sessions (Database): Perform Technical performance optimization of complex SAP systems at the database level (HANA, ORACLE, MSSQL). Tasks include database administration activities, tuning database performance, and providing optimal database settings. • Business Process performance Optimization Services: Perform optimization of critical business processes across the line of businesses to ensure that business process meets the business needs/SLAs.• SAP Early Watch Sessions and Go Live Sessions. To support existing and new customer implementations, perform overall assessment including workload verification, load balancing, memory management, and technical configuration of various landscape setups, advanced hardware sizing, and provide initial setup configuration recommendation. • Completed multiple openSAP courses for knowledge enhancement.Virtual CoE Rotation (US), Incident Handling• Worked with US customers (onsite and remote) on assessment services and go live projects as part of Virtual rotations with the US Database team. • As a member of Backoffice support handled tickets created by customers to troubleshoot and resolve critical performance issues to achieve business continuity and minimize down-times. Show less

  • Customer Success Manager, Regional Delivery Manager, Enterprise Architect

    Jan 2020 - now

  • Social Enterprise Business Advisor, Recruitment Driver

    Jan 2019 - now

  • Engagement Architect

    Apr 2016 - Apr 2019

  • Principal Consultant

    Apr 2013 - Mar 2016

  • Senior Consultant

    Aug 2007 - Mar 2013