Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Work Availability
Quote
Timeline
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Arjun Manchi Sridhar

Summary

Perceptive Senior Business Analyst with 11 years driving successful business processes for IT companies. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability.

Overview

13
13
years of professional experience
4
4
Certification

Work History

Senior Business Analyst

Tech Mahindra
01.2023 - Current
  • Improved major incident resolution times by implementing efficient processes and communication strategies.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
  • Collaborated with cross-functional teams for faster incident resolution and improved service quality.
  • Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
  • Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
  • Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
  • Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
  • Established a robust incident reporting system to track progress and identify areas for improvement.
  • Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
  • Enhanced team performance by providing regular training, coaching, and feedback to staff members.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.

Incident Manager

Concentrix
06.2018 - 09.2022
  • Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
  • Identified trends in recurring incidents, proactively addressing underlying issues to prevent future occurrences.
  • Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
  • Championed the use of incident management tools, driving adoption and ensuring consistent usage across teams.

Senior Customer Support Executive

HSBC
02.2016 - 05.2018
  • Provided exceptional support to high-value clients, ensuring retention and fostering long-term relationships.
  • Mentored junior team members by sharing expertise on industry best practices in customer service management.
  • Developed comprehensive training programs for new team members, improving onboarding and reducing ramp-up time.
  • Played a key role in launching new products or services by providing critical input from a customer support perspective during planning stages.

Senior Claims Associate

WNS Global Solutions
08.2013 - 10.2015
  • Analyzed trends within assigned portfolio to proactively address common issues and improve overall team performance.
  • Trained new Claims Associates on company policies and procedures, contributing to their rapid integration into the team.
  • Reduced claim-processing errors through thorough investigation and effective communication with all parties involved.
  • Managed high-priority claims in a time-sensitive manner, resulting in expedited resolution and satisfied clients.

Transaction Coordinator

Altisource Business Solutions Private
03.2011 - 10.2012
  • Managed sensitive client information securely to maintain confidentiality and uphold company privacy policies strictly.
  • Resolved issues between parties involved in the transaction diplomatically while maintaining professionalism at all times.
  • Streamlined transaction processes by implementing efficient organizational strategies and time management techniques.
  • Expedited closing times through proactive communication with agents, clients, and third-party vendors.

Education

Bachelor of Science - Biotechnology

S.R.N.M College of Science
Shimoga
08.2007

Skills

  • Data Analysis
  • KPI Tracking
  • Major Incident Management
  • Problem Management
  • Change Management
  • Pivot tables
  • Business process improvement and reporting
  • Quality Assurance
  • Operations Management
  • CRM Systems
  • Problem-solving aptitude
  • Stakeholder Communication
  • Task Prioritization
  • Team Leadership
  • Performance Evaluations
  • Adaptability and Flexibility
  • Self Motivation
  • MS Office
  • Good Judgment

Accomplishments

Achieved multiple Lone Walker Awards for being a consistent and efficient in meeting the KPI target.

Received Best employee of the year award for the year 2019.

Best Training Faculty award received for Training the New Joiners.



Certification

ITIL V4 Foundation Certification

MS Azure 900 Foundation

Certified Information System Security Professional (CISSP)

CITIL Certified

Languages

English
Advanced (C1)
Kannada
Bilingual or Proficient (C2)
Telugu
Advanced (C1)
Hindi
Advanced (C1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale

Timeline

Senior Business Analyst

Tech Mahindra
01.2023 - Current

Incident Manager

Concentrix
06.2018 - 09.2022

Senior Customer Support Executive

HSBC
02.2016 - 05.2018

Senior Claims Associate

WNS Global Solutions
08.2013 - 10.2015

Transaction Coordinator

Altisource Business Solutions Private
03.2011 - 10.2012

Bachelor of Science - Biotechnology

S.R.N.M College of Science

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Arjun Manchi Sridhar