Harshita Rai
Greater Noida
Summary
Program coordination and performance management professional with 4+ years of experience supporting operational planning, change governance, and service reporting. Skilled in stakeholder collaboration, root-cause analysis, and process improvement, with hands-on experience using ServiceNow, Power BI, SQL, and automation to improve data accuracy and reporting efficiency. Known for translating operational data into actionable insights for capacity, risk, KPI, and management decisions.
Overview
1
1
Language
1
1
Certification
4
4
years of professional experience
Work History
Senior Associate
Tech Mahindra
Noida
07.2025 - Current
- Develop and maintain Power BI dashboards and automated reports to support performance monitoring and management decision-making.
- Tracked KPIs, SLAs, and operational performance metrics to prepare management reports, identifying risks, trends, and improvement opportunities.
- Coordinated operational and capacity-management activities for 1,500+ network devices, ensuring effective planning, resource availability, and service continuity.
- Plan and track capacity requirements by analyzing bandwidth, CPU, memory and utilization trends to identify constraints and support proactive resource planning.
- Translate operational data into actionable insights for resource planning, performance improvement and risk management.
- Supported cross-functional problem resolution by conducting root-cause analysis and implementing corrective actions for continuous improvement.
- Use advanced Excel, Power Query, Power BI and Power Automate to improve reporting efficiency, data accuracy and process consistency.
Associate
BT Group
Gurugram
07.2023 - 07.2025
- Automated recurring reports, reducing manual effort and improving reporting consistency.
- Validated data quality and maintained reporting accuracy for operational decision-making.
- Reviewed service and business data to support operational planning and enhance performance management.
- Completed trend and performance analysis to surface improvement opportunities and inform service delivery decisions.
- Collaborated with cross-functional teams to investigate service performance issues and identify operational risks.
- Delivered performance updates and operational insights to stakeholders to facilitate informed decision-making.
Associate Trainee Engineer
BT Group
Gurugram
08.2022 - 07.2023
- Maintained documentation, audit records and change schedules in ServiceNow.
- Coordinated end-to-end change requests to ensure compliance with change-management processes and policies.
- Coordinated with relevant stakeholders throughout the change lifecycle to ensure timely execution and issue resolution.
- Monitored change implementation activities, success rates, outages and post-implementation reviews.
- Conducted root-cause analysis of failed changes to identify actionable process-improvement opportunities.
- Supported operational reporting and KPI tracking to enhance business-data analysis.
- Developed SQL queries to extract, validate and analyze business information.
- Supported risk identification and mitigation across change initiatives.
- Ensured adherence to ITIL practices and governance standards.
Education
PG Diploma – Data Analytics -
University of Texas At Austin
08-2025
B.Tech - Electrical And Electronics Engineering
Noida Institute of Engineering & Technology
Greater Noida06-2018
Skills
- Program/Operations: Program coordination, change management, stakeholder coordination, KPI tracking, process improvement, risk management, resource/capacity planning
- Analytics: SQL, Python, Power BI, Tableau, advanced Excel, Power Query
- Tools: ServiceNow, Power Automate
- Reporting: Management dashboards, operational reporting, performance analysis, data validation
- Network capacity planning
- SQL query writing
- Power BI dashboards
- Root-cause analysis
- Operational planning
- Service reporting
- Data accuracy
- ITIL practices and governance standards
Languages
English
Proficient (C2)
C2
Certification
- Microsoft Power BI Data Analyst Associate (PL-300)
Timeline
Senior Associate
Tech Mahindra
07.2025 - Current
Associate
BT Group
07.2023 - 07.2025
Associate Trainee Engineer
BT Group
08.2022 - 07.2023
PG Diploma – Data Analytics -
University of Texas At Austin
B.Tech - Electrical And Electronics Engineering
Noida Institute of Engineering & Technology