Ashwani Kumar

About Ashwani Kumar

As a Digital Customer Engagement Manager (dCEM) at SAP Labs India Pvt. Ltd, I serve as a strategic and technical partner for enterprise customers undergoing RISE with SAP transformations, driving customer engagement, delivery governance, and operational excellence across Greenfield, Brownfield, and Bluefield SAP S/4HANA implementations.With 12+ years of experience in SAP BASIS, SAP HANA, SAP S/4HANA, and cloud technologies, my journey has evolved from a hands-on SAP BASIS expert to a customer-focused technology leader, combining deep technical expertise with stakeholder management, service delivery, and transformation leadership.In my current role, I lead Sales-to-Delivery handovers and customer onboarding, ensuring successful onboarding, infrastructure readiness, cloud connectivity, networking, VPN configurations, load balancers, IP planning, and seamless coordination across customer, SAP, delivery, and hyperscaler teams.I act as a trusted technical engagement lead for enterprise customers, supporting Brownfield migrations (On-Premise to Private Cloud) and collaborating on cloud architecture, connectivity, migration planning, and operational readiness. My expertise spans SAP Basis administration, upgrades, patching, SAP S/4HANA lifecycle management, cloud operations, and enterprise service management.I bring strong exposure to cloud and networking technologies, including AWS, Azure, and GCP fundamentals, with knowledge of VPN technologies (IPsec/SSL), routing, subnetting, BGP, firewalls, VPC/VNet, Transit Gateway, Direct Connect, and ExpressRoute, enabling seamless enterprise connectivity and cloud transformation discussions.Beyond technical execution, I specialize in customer success, executive stakeholder management, service governance, escalation handling, ITIL/ITSM-based incident and problem management, SLA/KPI tracking, Go-Lives, upgrades, maintenance planning, and service improvement initiatives in high-pressure enterprise environments.Leadership and mentoring remain central to my professional approach. A strong believer in continuous learning, I have expanded my cloud expertise through certifications including Google Cloud, while also bringing German language proficiency (B1 level) to support global collaboration and effective stakeholder engagement.My career progression from SAP BASIS HANA Consultant to Digital Customer Engagement Manager reflects a passion for innovation, customer success, leadership, and driving business value through scalable SAP and cloud transformation programs.

Experience

1. Digital Customer Engagement Manager

   SAP

   Sep 2025 — Present

   Digital Customer Engagement Manager (dCEM)| RISE with SAP | Client Delivery & Technical Service Leadership• Lead end-to-end customer engagement and delivery governance for RISE with SAP transformations, supporting Greenfield, Brownfield, and Bluefield SAP S/4HANA implementations, while ensuring alignment between business objectives, technical execution, and operational readiness.• Drive Sales-to-Delivery handovers and customer onboarding, coordinating networking, VPNs, load balancers, IP planning, connectivity, and infrastructure readiness to establish a strong foundation for successful SAP cloud programs.• Act as a trusted customer advisor and technical engagement lead, partnering with enterprise customers, hyperscalers, delivery teams, and SAP stakeholders to enable seamless migrations, architecture discussions, and cloud transformation journeys.• Support **Brownfield migrations (On-Premise to Private Cloud)** by coordinating cross-functional delivery, infrastructure, and platform teams to meet project timelines, customer expectations, and technical requirements.• Leverage strong hands-on expertise in SAP Basis, SAP S/4HANA, cloud operations, upgrades, patching, system lifecycle management, and infrastructure services.• Manage critical incidents, customer escalations, problem management, and service restoration activities** using ITIL/ITSM best practices.• Contribute to Go-Lives, upgrades, maintenance activities, SLA/KPI governance, service improvement initiatives, and de-escalation management, ensuring customer satisfaction and delivery excellence.• Collaborate on cloud networking and connectivity architecture• Lead collaboration across global, cross-functional, and multicultural teams, balancing customer expectations, delivery commitments, risk mitigation, and business priorities.

Education

• WEST BENGALUNIVERSITY OFTECHNOLOGYASANSOLENGINEERINGCOLLEGE

  B.Tech, Electronics& Instrumentation

  2010 — 2014

• ASANSOL ENGG. COLLEGE

  Bachelors of Technology(B.tech)

  2010 — 2014

• CBSE DAV PUBLIC SCHOOL

  10 Th