Asst.

Manager IS-U Customer Service Functional

1. ORGANIZATIONAL CONTEXT Position Title: Level / Grade: Sub Level / Grade: Location: Surat Associate Manager ISU- Customer Service Functional M4A Job family: Position Scope: Department: Cost Centre IT All Gujarat IM

Organization chart indicates the position in the organization Reports to: AGM SAP ISU Reported by: None

GM Information Mgmt

MD M1 M2 M3 M4 Exec

Manager IM Infrastructure

Manager IM Applications

AGM SAP - ISU

AGM IM Projects

Manager IM Govenance

Associate Manager ISU Customer Serv Functional

2. POSITION SUMMARY The objective is to provide ISU Customer Service/CRM functional expertise to Gujarat Gas IS-U/CCS implementation. This includes driving blueprint development, Configuration, Design and Testing of Device Management implementation, including leading the vendor resource for timely and high quality delivery

Confidential For use at GGCL - 1 of 5 -

3. KEY ACCOUNTABILITIES

1. Lead ISU/CCS Customer Service/CRM functional: Own and Manage SAP IS/U Customer Service/CRM functional design and deliverables Lead GGCL vendor teams to deliver high quality and timely deliverables in the upcoming GGCL IS-Utilities implementation Drive Requirements Gathering and Blueprinting to meet GGCL requirements and expectations Define and maintain SAP SOLUTIONS STANDARDS, KNOWLEDGEBASE, and best practice; improving Solutions and design quality Provide SAP SOLUTION LEADERSHIP for MULTIPLE PROJECTS working with PROGRAM LEADS in developing and driving Integrated Business Solutions; SAP Functional Knowledge areas of SD, FI/CA, Device Management, ISU Billing and ISU CIC Maintain BUSINESS PROBLEM DOMAIN KNOWLEDGE & Cross-project coordination; SIGNOFF all functional & technical designs Ensure QUALITY and BEST PRACTICES in each SAP Functional Domain and aligning with a Cross-Functional Integrated END-TO-END BUSINESS PROCESS; including integrations with extended business systems Assist PROGRAM LEADS, business SAP functional and technical leads in the INTEGRATION OF BUSINESS PROCESSES, DATA RULES, SAP technical changes & interfaces Drive increased TEST CASE COVERAGE & AUTOMATION to ensure testing completeness and protect system integrity

2. SAP Support Manage SAP Support by liasoning with GGCL Business Process Owners to deliver break fixes, changes as per SLAs defined to support the existing GGCL FI/CO implementation and upcoming implementations Own delivery of all SAP SD and IS/U CCS functional and technical enhancements PROACTIVELY WORK with Program Leads and SERVICE PROVIDERS PROJECT TEAMS and SAP & to resolve issues; champion closure on business & technical issues related to process, business rules and configuration

3. Ensure self and team development: Manage activities that support alternate resource development in key areas of SAP support to ensure continuity in service delivery Manage in-house development of domain specialists through identification of requisite skills Augment team strengths by engaging outsourcing partners Partner with HR and develop customer orientation and other requisite training for IM team so as to enhance capability and performance

4. Program Management Methodology Adhere to GGCL and BG defined Program Management Methodology and deliverables Align Vendors to PMM deliverable, processes and metrics

Confidential For use at GGCL - 2 of 5 -

5. Others: Continuously MONITOR SAP SOLUTIONS and BUSINESS TRENDS to incorporate relevant technology trends within the business; provide oversight, coordination, and business domain expertise in all business areas (process, technology, quality, and interfaces); providing technical guidance to the business, Program Leads, and CIO. Ensure audit compliance and compliance to safety and other GGCL policies

Confidential For use at GGCL - 3 of 5 -

4. KEY DELIVERABLES / KEY RESULT AREAS

1. Complete ownership for all GGCL ISU Customer Service functional and technical developments 2. SAP Project timelines and delivery quality 3. SAP Support SLAs 4. Vendor resource management 5. Coordination and adherence to HSSE - Safety norms 6. SAP user satisfaction 7. Compliance with company policies and procedures

5. PROBLEM SOLVING & DECISION MAKING

a) Describe the type of decisions made by this position holder on a regular basis Identify functional and technical changes Approve Design, Blueprints, Test Cases and results Manage Vendor resources and deliverables Training requirement and process for team

b) What type of decisions are referred to the next level? Project Approvals Budget Approvals Resource Hiring

Confidential For use at GGCL - 4 of 5 -

6. KEY INTERACTIONS (Who does this position interact with on a regular basis to perform this role? How
often and for what purpose?)

Internal Users: Requirements Gathering, Blueprinting, testing, Data Cleaning Finance Department: Payments, budgets All Departments: Application, system requirement HSSE: Safety measure Admin Department: Workstation, shifting etc HR Department: Update systems, training, Appraisal, Personal Development 7. MINIMUM REQUIREMENTS Level of Education Experience B.E./MBA

External Vendors (SAP, IBM, HP, Wipro, Adhirt, Microsoft, Sunrise, Interface, Dell ): Purchase, support Vendors (Accenture, IBM, SAP) implementation support Market / Industry counterparts: Knowledge sharing Technology forums: Knowledge Customers: Through internal departments for requirements and feedback

10 12 years, 4-6 yrs SAP ISU-Customer Service functional experience 3-5 years of sales functional experience SAP Project implementation/rollout experience Experience working with large distributed and multi-cultural teams Ability to manage multiple deliverables independently in a fast paced environment Highly motivated, Self starter

8. UNIQUE KNOWLEDGE AND SKILLS (Special technical skills & knowledge needed for the satisfactory performance of the job) SAP ISU Customer Service/CRM functional experience SAP R/3 SD experience Customer call center experience

Confidential For use at GGCL - 5 of 5 -