Souvik M.

Experience

• 

  Tata Consultancy Services

  Oct 2009 - Jul 2014

  Worked on Oracle Apps Finance Enhancement for GE Medical Systems through full enhancement cycle from Requirement Gathering to Code Migration to Production instance. 1. Oracle Application Support of Finance module for CMC India Limited.2. Oracle Application Implementation for CMC ebiz Inc. (Subsidiary of CMC India Ltd)

  • IT Analyst

    May 2012 - Jul 2014

  • Systems Engineer

    Oct 2009 - May 2012
• 

  Oracle India Pvt. Ltd

  Aug 2014 - Jan 2019

  worked as escalation manager during India GST product launchfor India Oracle E-Business Suite financials customers. Responsibilities include:• Managing the critical incidents & escalations for India GST product, serving the Indian enterprise customers. • Designing & prioritizing action plans based on situational gravity, providing quick response to enhance customer experience. • Providing mission-critical support for Premium Engagement Support Services, driving the fastest post-detection response for Indian customers. • Engaging with the CXOs as the ultimate point of escalation, formulating & implementing premium support strategies & initiatives. • Articulating complex technical issues & solutions in customer-friendly language, driving seamless acceptance & execution. • Liaising with global Support, Engineering, Development and Front-Office teams, providing comprehensive technical & engineering support. • Acting as a change agent, recommending technical/ functional innovations to the development and strategy team, analyzing client concerns. • Generating the Detailed Escalation Report for management consumption, providing insights on the status & costs of critical support. Show less As part of Oracle E-Business Suite Financials product team, I worked as senior product support engineer.Responsibilities include:• Research, troubleshooting, replication and testing of product problems, bugs, and client configurations as well as general application and technical questions.• Tracking issue progress and provide regular updates to clients until incidents are resolved.• Interaction with Development and Consulting Services as needed to resolve customer issues; working closely with Development to diagnose bugs and provide patches to customers.• Participating in system and release testing, as needed. Show less

  • Escalation Manager

    Aug 2016 - Jan 2019

  • Senior Product Support Engineer

    Aug 2014 - Jul 2016
• 

  SAP Concur

  Jul 2020 - Jul 2022

  Advanced Care Manager is an expert track individual contributor at a leadership level and is a high Touchpoint of client contact accountable to serve the unique and complex needs of SAP Concur's largest and most complex clients.As an advanced Care Manager, I support my customers proactively to plan and run their business, achieving their goals optimally and fully unlocking the value of SAP Concur advanced Care. Functioning in a multi-task role, I am working closely and concurrently with multiple customers to streamline their experience, helping them understand and strategize the best ways to utilize Concur products based on their business needs or plans. I work closely with the Travel & Expense Consultants, Service Coordinators and Technical Consultants to ensure complete alignment around the customer's goals following enhanced SLA and consistent service delivery. I focus on a partnership, providing business guidance and personalized best practices to drive user adoption and a positive customer experience. Show less As Implementation Project Manager, I am responsible for redefining Employee expense experience by implementing Concur Expense & invoice solution.Key responsible areas (and not limited to):• Handle high touch, large ARR and strategic clients across the world • Manage client expectations, drive client deliverables, and exercise scope control, building cloud mindset • Effectively communicate and work with C-Level sponsors, internal and client project teams, international and multi-cultural clients • Effectively communicate complex ideas and counsel clients to adopt the recommended solution for streamlining their existing processes • Act as liaisons between users, product development team, extended services and sales for successful implementation • Develop and maintain project documentation such as project plans, requirement traceability matrix document etc. across the project lifecycle • Manage operational activities like timesheet approval; circulation of weekly status reports, circulation of monthly effort consumption reports, organizing monthly steering committee meet for each project• Participate actively during change management with customer for ensuring project success• Maintain high customer satisfaction by successful deployment, quick adoption, and post rollout hyper care support Show less As partner certification manager, I guided technical Partners to develop integration and extend SAP Concur's core functionality and transform our mutual customers' approach to Travel and Spend Management. These integrations increase productivity & control from an individual employee. This practice includes• Identifying the best Concur APIs for the intended goal and ensuring the app integration adds value with an optimum user experience.• Brainstorming with partners and creating integration architecture document.• Regular liaison with partner CTO and team on completion of integration development• Guiding partner about integration demonstration in front of app center certification team App Integration examples include: • Financial integration into a variety of ERP systems • VAT Reclaim • Receipt posting Show less

  • Senior Implementation Project Manager

    Apr 2022 - Jul 2022

  • Advanced Care Manager

    Jan 2022 - Jul 2022

  • Implementation Project Manager

    Jan 2019 - Mar 2022

  • Partner Certification Manager

    Jul 2020 - Jan 2021
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  WhatsApp

  Aug 2022 - now

  Technical Account Manager