Shiva R.

About Shiva R.

Shiva has over 20 years of Enterprise Software Development, Product Management, Implementation and Support leadership experience. 10 years in enterprise software development and implementation cycle with SAP America Inc, 5 years in Product Solution and Support cycle with SAP Active Global Support and 5 in Delivering SucessFactors HCM Cloud Computing solution for Fortune 500 companies across industries, in multiple countries. Specialties: HCM, Cloud Computing, Hybrid, Mobile, On-Premise and SAP HANA Cloud Platform.

Experience

1. Global Engineering Triage Manager for Employee Central

   Sap Successfactors

   Sep 2016 — Present

   As a Global Engineering Triage Manager ( GETM ), my primary responsibility is to internally coordinate, plan, prioritize and communicate with engineering on customer issues related to product defects, coordinate incident handling improvements with support, escalation management, liaison with product management in providing feedback for product roadmaps. Assess criticality of defects and tasks submitted to engineering and respond with appropriate urgency. Complete diagnose and provide technical analysis of critical issues, problem solve, and communicate direction for resolution. Separate the invalid issues, anything that\'s not a code defect, so the engineering team spends zero time on them. The invalid issues can range from expected behavior, duplicate issues, data issues to configuration problems. Main goal is to ensure that Engineers are focused on the problems at hand to produce a faster resolution time on legitimate defects. Align with sustaining engineering goals to help scale organization to world-class engineering processes and methodologies. The GETM drives consistent, scalable and repeatable processes through awareness of supplemental documentation and training; also leading customer value improvement programs. Ensure customer commitments and schedules were maintained, and that technical resolution and effort equated to customer wins and higher satisfaction. Coordinate with Operations, Customer Management and Professional Services teams to deliver a consistent technical development process, planning long-term internal gains against a constantly shifting short-term customer fires and launch dates. Actively works with all levels of Global Support to ensure service level agreements and customer satisfaction which includes implementing process changes and guidance on an ongoing basis.

Education

• Auckland University of Technology

  Corporate Management, International Business

  1994 — 1996

• Jawaharlal Nehru Technological University

  Bachelor of Engineering (B.Eng.), Electrical and Electronics Engineering

  1989 — 1993

Skills

• Integration
• Boomi
• Sap Smp
• Middleware
• Soa
• Business Process
• IT Strategy
• Netweaver Gateway
• Successfactors
• Sap Erp
• Sap
• Solution Architecture
• Employee Data Management
• Requirements Analysis
• Cloud Computing
• Hana
• Master Data Management
• Learning Management Systems
• Odata
• Web Services
• Afaria
• Mobile Devices
• Global Hcm
• Agile Methodologies
• Enterprise Mobility
• Performance Tuning
• Mobile Device Management
• Mobile Applications
• Sap Netweaver
• Business Intelligence
• Sybase Hwc
• Analytics
• Business Analysis
• Paas
• Software Project Management
• Abap
• Sap Bw
• Software Development
• Enterprise Software
• Enterprise Architecture