HARINI R
Bangalore
Summary
Product Operations Analyst with 3+ years in B2B SaaS and FinTech, experienced in API troubleshooting, SQL, and incident management. Skilled at workflow optimization, process automation, and data organization to enhance operational efficiency. Proactive collaborator with strong communication skills, adept at driving seamless execution across product, engineering, and support teams.
Overview
4
4
years of professional experience
Work History
Senior Analyst - Product Operations
Cashfree Payments
Bangalore
10.2022 - Current
- Led data visibility initiatives by proposing dashboards for the CS team, improving first-contact resolution by 8%.
- Troubleshoot API issues by resolving unmapped error codes and working with banks and product teams to ensure proper mapping.
- Prepared RCA documentation, summarized impact for stakeholders, and aligned efforts across product, engineering, and support.
- Resolved 75–80% of the tickets within SLA; suggested and coordinated SLA mapping improvements for better tracking.
Junior Business Analyst
Razorpay Payment Gateway
Bangalore, India
05.2021 - 09.2022
- Involved in deploying real-time monitoring systems to track success rates and identify potential issues as they arise.
- Resolved support tickets and worked with cross-functional teams to address recurring issues and reduce engineering dependency.
Education
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
CMR University
Bengaluru06-2021
Skills
- Technical Skills: SQL, Metabase, Looker, Grafana, Kibana, Microsoft Office, SumoLogic, Jira & Freshdesk
- Operational Skills: Transaction Monitoring, Incident Detection, SLA Management, SR Tracking, Error Code Analysis, RCA (Root Cause Analysis), SOP Documentation, Data Visualization & Workflow Optimization
Certifications Courses
- The Complete MySQL Bootcamp, Data extraction, manipulation, and business use cases in SQL.
- Microsoft Excel: Beginner to Advanced, Upskilling in advanced Excel via Udemy., in progress
- Diploma in Buddhist Education, Mahabodhi Society, Bangalore, Ongoing
Projects Initiatives
- CS Dashboard: Designed and implemented an internal tool for categorizing SRs, mapping error codes, and tracking downtimes; boosted CS team efficiency.
- T+3 Tracker: Built an automated tool to monitor T+3 settlement breaches, enabling timely escalations within SLA for finance and product teams.
- Error Code Automation: Created a system to detect and map previously unmapped error codes, reducing manual intervention and improving resolution time.
- Gateway Issue Analysis: Analyzed gateway and mode-level failures, collaborating on fixes that improved success rates and reduced fallback triggers.
Timeline
Senior Analyst - Product Operations
Cashfree Payments
10.2022 - Current
Junior Business Analyst
Razorpay Payment Gateway
05.2021 - 09.2022
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
CMR University
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