Bharat Nayyar
Lead Business Analyst
Delhi,Delhi
Summary
Results-driven IT professional with over 6 years of diverse experience in Media & Publishing, Healthcare, Supply Chain, Infrastructure, and Government sectors. Currently Senior Business Analyst at Gannett Media Corporation (USA), leading cross-functional teams and driving data-driven decision-making in large-scale publishing operations. Previous role as Project Manager for 1.5 years, overseeing e-Governance initiatives and implementing digital transformation solutions across 6+ government projects. Proficient in business analysis, project management, data analysis, web development, and client servicing. Strong ability to bridge technical teams and business stakeholders, with skills in analytical thinking, stakeholder engagement, Agile delivery, and end-to-end solution delivery in multi-domain environments.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Lead Business Analyst
Infinite Computer Solutions
Noida, Uttar Pradesh
05.2023 - Current
- Promoted to Lead Business Analyst for the Production Publishing Solutions in Gannett Media Corp, overseeing a diverse, high-performing team of 18 professionals, including Senior Business Analysts, Business Analysts, Developers, QA Engineers, and Service Desk Executives.
- Spearhead end-to-end management and optimization of tools, including CUE Print, Layout-8000, Ad Tracker (Online & Legacy), Wiki DesignIQ, Adobe InDesign, Amazon Workspaces, and Confluence.
- Develop and configure high-quality layout templates in Layout-8000, ensuring seamless ad placements, and accurate mapping via Ad Tracker across multiple publications.
- Collaborate closely with product stakeholders to gather requirements, analyze workflows, and prepare functional requirement documents (FRDs) and software requirement specifications (SRS) for publishing tools.
- Lead training and mentoring initiatives for new team members and junior analysts to ensure smooth onboarding and improved ticket resolution efficiency.
- Proactively monitor ticket queues, troubleshoot publishing-related issues, and provide timely, stakeholder-friendly support via email, and the internal tracking system.
- Act as a liaison between business stakeholders, developers, and design teams to ensure continuity, accuracy, and delivery of publishing solutions.
Software Developer
Centre For Development Of Advanced Computing
New Delhi, Delhi
11.2021 - 05.2023
- Successfully led 5+ high-impact e-Governance and healthcare informatics projects under the Ministry of Health and Family Welfare (MoHFW), ensuring alignment with National Health Mission goals.
- Managed complete project lifecycles — from initiation to delivery — across diverse public health domains, including digital health platforms, MIS dashboards, and government IT systems.
- Developed detailed project charters, execution strategies, Gantt charts, and risk mitigation plans to ensure on-time, within-budget delivery.
- Facilitated collaboration between MoHFW officials, NIC teams, state IT cells, field officers, and third-party vendors, ensuring seamless execution and alignment with government policies.
- Oversaw vendor selection, contract negotiation, SLA definition, and performance monitoring, ensuring full compliance with government procurement policies.
- Conducted requirement gathering and business analysis, creating BRDs, BRS documents, workflow diagrams, and gap analysis reports for new modules and legacy system enhancements.
- Implemented SQL-based dashboards and reporting tools for real-time data visibility, monitoring, and performance measurement across multiple health programs.
- Coordinated with development and QA teams to translate business requirements into technical tasks, ensuring system scalability, security, and usability.
- Delivered comprehensive capacity-building programs for IT cells, field staff, and district/state-level officers; created training manuals, release notes, and visual aids to ensure smooth adoption of systems.
- Provided weekly and monthly status reports, milestone updates, and progress decks to senior MoHFW officials, promoting transparency and informed decision-making.
- Applied Agile and Hybrid Project Management methodologies to adapt to changing requirements, and enable phased delivery across state and central projects.
- Utilized tools such as MS Project, JIRA, Excel, PowerPoint, and internal reporting dashboards to manage project schedules, dependencies, and risks.
- Ensured all deliverables met government regulations, IT compliance standards, and digital public health policy frameworks.
Customer Service Associate
Amazon
09.2020 - 03.2021
- Acted as a first-line defense for account security and fraud prevention, investigating suspicious activities and unauthorized access attempts using real-time signals, and Amazon’s internal tools.
- Enforced Amazon’s security protocols and policies to detect, mitigate, and prevent fraud, phishing, identity theft, and account misuse across global customer accounts.
- Managed customer identity verification through secure processes, including multi-factor authentication, ensuring strict adherence to GDPR, PCI-DSS, and internal privacy standards.
- Delivered multi-channel support (phone, chat, email) for a wide range of customer inquiries, including account recovery, refund processing, login issues, and order-related concerns, maintaining a customer-obsessed approach in high-pressure situations.
- Achieved top-tier performance metrics such as: First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and Security Compliance Accuracy.
- Recognized for maintaining zero-error handling of high-risk security cases and high closure rates on phishing and identity theft incidents, especially during peak operational periods.
- Participated in SOP improvements, and contributed to the development of knowledge base articles and workflows, resulting in faster resolution times and enhanced customer satisfaction.
- Collaborated with Quality Analysts and Team Leaders in regular feedback loops to fine-tune support procedures, and reduce recurring issues.
- Assisted in onboarding and mentoring new associates on account security protocols, handling escalated security cases, and maintaining service excellence.
- Utilized Amazon’s CRM systems, escalation dashboards, fraud detection tools, and ticketing platforms to ensure complete and traceable documentation of customer interactions.
Business Analyst
Essel Infra Projects
Noida, Uttar Pradesh
11.2017 - 05.2019
- Led and supported the delivery of complex IT and digital transformation projects across government, infrastructure, and utility sectors, aligning solutions with strategic business objectives.
- Gathered and analyzed functional and non-functional requirements through workshops, JAD sessions, stakeholder interviews, and documentation reviews to ensure clarity, completeness, and traceability.
- Conducted business process mapping, gap analysis, and workflow optimization, bridging operational inefficiencies with tailored technology solutions.
- Delivered data-driven insights through advanced data mining, modeling, and visualization using tools like Power BI, MS Excel, and R-Studio to inform executive-level decisions.
- Served as Scrum Master for Agile teams on key projects, facilitating sprint planning, daily stand-ups, retrospectives, and backlog grooming to drive timely, quality-focused delivery.
- Spearheaded critical public sector projects, including: Digital India Document Management System (DMS), Essel Infra Website Revamp, Tonk Water Supply Project, SNDL (Spanco Nagpur Discom Ltd.), DMTCL (Dhamtari Municipal Transport Corp.), RFID Toll Plaza, and MSW Payment System.
- Acted as a liaison between business users and technical teams, ensuring accurate translation of requirements, and maintaining stakeholder alignment throughout the project lifecycle.
- Facilitated user training and change management, successfully onboarding over 50 senior managers and government officials on the DMS platform.
- Ensured regulatory compliance and web governance, aligning websites and platforms with SEBI audit standards, content guidelines, and accessibility frameworks.
- Utilized PL/SQL and reporting tools to extract, transform, and visualize data from Customer Care and Billing (CC&B) systems, and developed reports using Oracle BI Publisher for power distribution analytics.
- Played multiple roles across project lifecycles: Business Analyst – Digital India DMS, Essel Infra Website; Project Analyst – DMTCL, SNDL Mobile App; Scrum Master – Digital India & Essel Infra Projects; Data Analyst – RFID-based Toll & MSW Payment Systems.
- Demonstrated a strong blend of analytical, functional, and communication skills, delivering scalable, secure, and user-centric platforms across mission-critical public service programs.
Web Developer
Attrait Solutions
01.2016 - 10.2016
- Led end-to-end development of dynamic, responsive, and user-friendly web applications across multiple industry verticals, ensuring alignment with user needs and business goals.
- Designed and implemented mobile-first, cross-browser compatible UIs using HTML5, CSS3, Bootstrap, and JavaScript, adhering to W3C, and WCAG accessibility standards.
- Translated UI/UX wireframes and design mockups into clean, maintainable front-end code, while collaborating with designers and backend teams to ensure seamless functionality.
- Developed reusable UI components and customized themes using Bootstrap and Sass, significantly reducing development time, and improving maintainability.
- Improved website speed and usability through front-end performance optimization techniques, such as lazy loading, image compression, script minification, and asset bundling.
- Managed and integrated Microsoft SQL Server databases, creating normalized schemas, complex stored procedures, and SQL queries to enable secure and scalable data operations.
- Implemented data-driven features, enabling dynamic content rendering, real-time updates, and user submissions across the frontend and backend.
- Troubleshot and resolved cross-browser compatibility issues, layout inconsistencies, and JavaScript bugs, improving UI consistency and reducing bounce rates.
- Participated in Agile development processes, including daily stand-ups, sprint planning, and retrospectives, to deliver iterative, and timely feature enhancements.
- Utilized Git, GitHub, and Visual Studio for version control, collaboration, and streamlined deployments, ensuring codebase integrity, and scalability.
- Authored detailed technical documentation, user manuals, and release notes to support the deployment, maintenance, and onboarding of future development teams.
Education
No Degree - Big Data Analytics
C-DAC
Noida, India 04.2017 - 07.2017
Computer Science and Engineering
Swami Keshvanand Institute of Technology
Jaipur, India 05.2012 - 07.2016
Bachelors of Technology - Computer Science and Engineering
Ajmer Institute of Technology
Ajmer, India 07.2008 - 07.2012
Skills
Project Management
Business Analysis
Data Analysis
Delivery Escalation expert and Customer Satisfaction
Risk Management
Requirement Gathering, Client Negotiation
Critical Thinking, Compliance understanding
Product Management
Gap Analysis, Problem Solving
Forecasting
SQL, T-SQL
JIRA
Agile Methodology
R Programming, Python
Visualization – Tableau, PowerBI, Excel
MongoDB
Data Management
Data Mining
Business Intelligence
MS Office Suite
Google Docs, Sheet, Slide
Documentations – BRD, FRD, SRS
Stakeholder management
Data mapping
Product management
Model development
Requirements analysis
Analytical tool implementation
Reporting and documentation
Project presentation
Web-based reporting tools
Timeline
Lead Business Analyst
Infinite Computer Solutions
05.2023 - Current
Software Developer
Centre For Development Of Advanced Computing
11.2021 - 05.2023
Customer Service Associate
Amazon
09.2020 - 03.2021
Business Analyst
Essel Infra Projects
11.2017 - 05.2019
No Degree - Big Data Analytics
C-DAC
04.2017 - 07.2017
Web Developer
Attrait Solutions
01.2016 - 10.2016
Computer Science and Engineering
Swami Keshvanand Institute of Technology
05.2012 - 07.2016
Bachelors of Technology - Computer Science and Engineering
Ajmer Institute of Technology
07.2008 - 07.2012