Karthik Kailas

Mob: +91-9700792582 E-mail: karti.sapcrm@gmail.com

Profile Summary

SAP C/4 hana Service Cloud certified Consultant currently working with Cognizant Technology Solutions for client Agilent
Technologies USA. Possess Strong knowledge in various Business Processes of Sales & Service. Has extensive experience of
working on SAP CRM implementation & Support Projects. Schengen Business visa holder and travelled onsite to European
countries.

❖ 9 years of overall business experience in SAP CRM & 2 years in Domain- Sales sector.

❖ Thorough understanding of Business processes in Machinery, Utility, Medical Device and Consumer Electronics
Industry.

❖ Worked on 4 implementations and 2 support projects in SAP CRM involving Configuration, Change management,
Initiatives and Enhancements.

❖ Ability to Design, Build, Test & Deploy the CRM functionalities & Configuration of SAP CRM system to fit the clients
Business process.

❖ Possess excellent written, verbal communication skills and interpersonal skills.

❖ Process led requirement Gathering, Translation to Functional & Technical Requirements, Blue-Print preparation &
Solution Engineering.

❖ Active team player in Requirement gathering, Functional specification designs, Gap analysis, Process
Implementation, End user training documentation, Production support and Knowledge transfer.

❖ KRAs include Problem Analysis, Incident Handling & Resolution of SAP CRM issues within the SLA time frame.

❖ Fine interpersonal skills, Quick problem resolution, Good Multitasking ability, Customer oriented approach,
Hardworking and a Motivated Fast learner.

Technical Skills

❖ CRM Base Customization – Business partner, Organization management, Product Master, Org Model &
determination, Activity Management, Partner Processing and Action Profiles & AET.

❖ CRM Sales – Maintenance of Transactional Processing, Copy controls, Lead Management, Opportunity
Management, Sales Order & Quotation management, Sales cycle, Follow-up Transactions, Business tasks &
Activities, Pipeline performance Management.

❖ CRM Service -- Installed Base Management, Warranties, Service Contracts, Service Request, Complaints and Returns
Management, Service Order & Confirmation, In-House Repair.

❖ Middleware – Master Data replication from ECC to CRM, Initial & Delta synchronization of Business & customization
objects.

Employment History

❖ Cognizant Technology Solutions, Hyderabad (February 2021 to till date)

❖ Frontier Business Systems, Bangalore (March 2019 to December 2020)
❖ Saysoft Techservices Pvt Ltd, Bangalore (April 2016 to March 2019)
❖ Visual Integra Solutions, Hyderabad (January 2013 to April 2016)
❖ Pfizer Limited, Hyderabad (April 2011 to December 2012)

Academia

❖ MBA (Marketing) 2010 From Jawaharlal Nehru Technological University, Hyderabad.

 SAP CRM Professional Experience

Project 6: February 2021 to till date

Client: Agilent Technologies - CTS

Project: Agilent AMS Support SAP App
Role: SAP CRM Functional Consultant
CRM Module: SAP CRM Service

Client Description:

Agilent Technologies, Inc. is an American analytical instrumentation development and manufacturing company that
offers products and services to markets worldwide. Its global headquarters is located in Santa Clara, California.

The company provides analytical instruments, software, services and consumables for the entire laboratory
workflow. Agilent focuses its products and services on six markets such as food, environmental and forensics,
pharmaceutical, diagnostics, chemical, energy and research.

Responsibilities:

❖ Handling the day-to-day production support incidents from end users and continuously assisting them with
the issues with the relevant activities.
❖ Handling the issues mostly relevant to daily activities such as service requests, service orders, service
confirmations, inhouse repair orders and contracts.
❖ Timely resolving of the issues without breaching the SLA’s in the support now portal.
❖ Identifying and preparing the RCA documents (problem finding and its solution) for the recurring and long
pending issues for the approval of the client manager for providing it to technical team for further progress.
❖ Interacting with End users for the information on the Incident.
❖ Conducting and participating in the regular backlog call meetings for the team for the timely closure of the
incidents.
❖ Collaborating with client cross teams (Project teams) for the recent issues caused by their implementations.
❖ Client manager weekly interaction regarding the CD’s and the RCA’s prepared.
❖ Received client and client management appreciations for the client hard dollar and soft dollar savings.
❖ Participating in replication of the issue in lower environments mentioned in the incident.
❖ Coordinating with the cross functional team (Backoffice and Front office teams) for issues related to ECC.
❖ Conducting the super user meetings with the recent RCA’s implemented for the KT process.

Project 5: March 2019 to till date

Client: Buhler AG Switzerland

Project: Production Support & Roll out
Role: Application Manager
CRM Module: Sales & Marketing

Client Description:

Buhler AG is a Swiss multinational plant equipment manufacturer based in Uzwil, Switzerland. It is known for plant
and equipment and related services for processing foods and manufacturing advanced materials. The organization
holds leading market positions worldwide in the fields of technology as well as processes for transforming grain into
flour and animal feeds, producing pasta and chocolate and manufacturing diecast components.

The core technologies of the group are in the field of mechanical and thermal process engineering. Buhler group
operates in over 140 countries.

Responsibilities:

❖ Identify initiatives to improve the Integration and Technical Support in line with Global performance
metrics.
 ❖ Work with other team members to ensure all Integration and Technical Support issues are resolved.
❖ Ensure that the support is executed in a timely and accurate manner, in accordance with defined operating
procedures, policies, compliance and user service level agreements.
❖ Perform proactive analysis of incident trends and patterns using the Cherwell incident management tool.
❖ Provide consultation to program development resources regarding program development and processes
enhancement and additions.
❖ Conducting the global super user meetings & trainings on the new developed processes.
❖ Preparing the CP release documents quarterly with all the recent process changes, developments &
conducting the CP release meetings.
❖ Use standard change management tools to move application changes through a multi-tiered environment.
Implement configuration updates or changes via change management process.
❖ Incident management (facilitate incident resolution, work with other emit support teams to restore service
to SAP systems resulting from unplanned outages).
❖ Perform initial to final testing of problem corrections and enhancements.
❖ Develop and maintain relationships globally with ITP team members, regionally with SAP support staff and
with business users
❖ Perform timely analysis, qualification and resolution to incoming support requests.

Project 4: January 2017 to March 2019

Client: CESU (Central Electricity Supplying Utility of Odisha) – Wipro

Project: Implementation
Role: Senior SAP CRM Consultant
CRM Module: SAP ISU CRM & Service

Client Description:

Central Electricity Supply Utility of Odisha (CESU) (earlier Central Electricity Supply Company of Odisha Ltd) is
responsible for medium voltage power transmission and distribution across 9 districts of Odisha. The company
provides daily power requirement to the state load dispatch center which monitors and controls the grid operations.

Responsibilities:

❖ Involved in the project preparation phase of ASIS.

❖ Involved in the various brainstorming sessions with core team members for the completion of
documentation part.
❖ Involved in the business blue printing phase and mapped the existing business processes with SAP CRM.
❖ Provided the basic CRM training and prototype work shop for CTM’s for their better understanding and for
getting the sign off of the blue print documents.
❖ Built the solution for Utility Business processes such as New service connection, Temporary service
Connection and the Attribute changes such as Load Enhancement/Reduction, Transfer of ownership, etc.
through the CRM service request.
❖ Involved in finalizing the parameters related to WSS system for tickets through WSS system.
❖ Involved in finalizing the parameters related to GIS and NA systems to push the output parameter fields
and also get the input parameter field data.
❖ Provided the Z solution for the triggering of the Quotation, Sales order and work order from CRM to ECC
through RFC using the actions.
❖ Designed the scenario for complaints escalation matrix to assign the task on the level 1 escalation and
sending the Email/SMS notifications on level 2,3 escalations accordingly to the responsible employees for
the issue resolving process involved in the business process of complaints.
❖ Defined multilevel categorization schemas for categorizing the Meter related, Billing Related and technical
related complaints in 3 levels.
❖ Defined the partner determination procedures to determine the different levels of the officers involved
based on the organization hierarchy determined in the service requests.
❖ Involved in the configuration of the Business agreements for the Business partner.
❖ Involved in the configuration and replication of the utility service contracts.
❖ Having hands on in MDT configuration in ISU.
❖ Good understanding of the CRM/ISU integration.
❖ Worked on the replication of the technical master data like connection object, premise, and POD from ISU
to CRM.
Project 3: April 2016 to January 2017

Client: IFB Industries Bangalore – E&Y LLP

Project: Implementation
Role: SAP CRM Consultant
CRM Module: SAP CRM Service

Client Description:

IFB Industries Limited originally known as Indian Fine Blanks Limited started their operations in India during 1974 in
collaboration with Hienrich Schmid AG of Switzerland. The product range includes Fine Blanked components, tools and
related machine tools like Straighteners, Decoilers, Strip loaders and other Domestic and Industrial appliances. The IFB
Industries comprises of two divisions-Fine Blanking and Home Appliance Division.

The Home Appliances divisions are located at Goa, Kolkata and Bangalore. Product base of IFB includes very best
Washing Machines, 100% Clothes Dryers, Dishwashers, Microwave Ovens, Air Conditioners, Refrigerators. The service
network of 650+ Franchises and 2,832+ Service Engineers.

Responsibilities:

❖ Built solution for Issue Resolution process using of Complaint and Returns, In-House Repair.
❖ Involved in providing the Inputs for the enhancement of the creation of Z-sales area table for defaulting the
sales areas in the documents based on the process type, Sales Organization and Distribution channel,
Division.
❖ Designed and Configured Machine Replacement process as a follow up of the service order for providing
the replacement for the Same Machine or Upgraded machine by taking back the customer machine and
providing the Replacement.
❖ Provided the functional specs for the tagging and untagging of the customer to Ibase for the replaced
machines.
❖ Designed and Configured In House repair process for Receiving the Customer Machine, Identify the issue,
repair and send back to the customer.
❖ Configured the actions for the line items involved in the in house repair process using the Demo and
Defective codes for loaner and the defective code items.
❖ Defined the Actions and configured the push buttons for the actions for requirement in In-house repair
process.
❖ Designed and configured processes to replicate business data between CRM & ECC for Repair Order and
complaints for further processing them in ECC.
❖ Interacting with the cross functional team as in the area of Sales & Distribution and Materials Management
and the Development Teams.
❖ Attend regular meetings with Client’s core team.
❖ Provided the demo work shop for the scenarios configured and built in the systems.
❖ Documented the user manuals for the work shop conducted for the respective core team to test the
scenarios.
❖ Timely resolving the approved changes requested by the client and submission of the same to team lead
for the approval.

Project 2: March 2014 to April 2016

Client: Autorent Car Rental LLC – Bahwan Cybertek

Project: Implementation
Role: Associate Consultant
CRM Module: SAP CRM Service

Client Description:

Autorent Car Rental LLC is a leading car hire and leasing service provider in UAE. Autorent has more than 12,000
vehicles in its fleet. In UAE, Autorent has more than 10 locations including Dubai, Sharjah & Abu Dhabi.
Responsibilities:

❖ Involved in the documentation of the ASIS scenarios listed for the CRM business process and submission of
the listed tasks to the onsite team.
❖ Attended the timely stand-up meetings and closure of the brainstorming points with the onsite team.
❖ Checks list comments mentioned on the blue print for which corrections are made and submission of the
same to team lead for the incorporation of the same into the blue print document.
❖ Involved in the configuration of the service warranties and the warranty determination of the customer for
the service order billing after the service confirmation process.
❖ Involved in the configuration of the different types of the AMC service contracts and the determination of
the responsible workshops based on the derivation concept for the service charge fee variation imposed on
franchisees to collect from customer from the collections process.
❖ Involved in the configuration of the customer work order appointments using the appointment transaction.
❖ Involved in the work order creation from the work order appointments as a follow up using the actions.
❖ Providing the inputs for various enhancements for validations such as more than one work order open
check and the periodic service due status check while creation of the other work orders.
❖ Worked in the configuration of the repeat work orders as a follow up of the other work orders.
❖ Last date when same type work done should be checked validation enhancement by checking the
combination of the line item codes in the previous work orders and popping up a warning message in case
of match exists.

Project 1: April 2013 to March 2014

Client: Micromax Informatics – E&Y LLP

Project: Implementation
Role: Associate Consultant
CRM Module: SAP CRM Service

Client Description:

Micromax Informatics Limited is one of the leading consumer electronics company in India, and the 10th largest mobile
phone player in the world. Over the past decade, Micromax has pioneered the democratization of technology in India
- by offering affordable innovations through their product offerings and removing barriers for large scale adoption of
advanced technologies. Micromax is currently the 2nd largest smartphone company in India.

Responsibilities:

❖ Involved in the customization of Determination of Franchisee, SSD & SID, Determination of Privilege
customers, Email and SMS Triggering to Franchisee, Branch Service Executive, Branch, BSM, RSM.
❖ Configuration of Multi level categorization and Knowledge Articles for Service Request process for detailed
problem categorization.
❖ Involved in the Configuration of Creation of Service Orders from the Service request process.
❖ Designed the different types of Service order processes like Rework Order, Inspection order scenarios
according to the business processes.
❖ Involved in the ICR number generation for the Franchisees.
❖ Worked on Open service calls validation in service orders.
❖ Worked on triggering the Email Functionality to the partners according to the scenarios like Service request
and Service orders.

Domain Experience

Company : Pfizer Limited

Role: Professional Service officer – Hospital Sales & Promotions.
Company Description:
Pfizer Inc. is an American multinational pharmaceutical corporation, it is one of the world's largest pharmaceutical
companies and ranked 57 on the 2018 Fortune 500 list of the largest United States corporations by total revenue.
Headquartered in New York City, Pfizer develops and produces medicines and vaccines for a wide range of medical
disciplines.
Responsibilities:

❖ Organizing appointments and meetings with community and hospital-based health care staff.
❖ Identifying and establishing new business.
❖ Demonstrating products and promoting the sales through the hospital staff and Pharmacists.
❖ Meeting both the business and scientific needs of the health care professionals and staff involved.
❖ Attending and organizing the trade shows, exhibitions, conferences and meetings.
❖ Maintaining budgets and reviewing sales performances and planning the sources of improvements.
❖ Writing reports and other documents.