Kaviraj B S
Bangalore
Summary
IT Service Delivery Operations and Quality Analyst with 8.5 years of experience in operations and service delivery, I am a goal-oriented and self-motivated professional. I excel in leading and managing people, systems, and project management to drive increased efficiency in business processes and conduct thorough work performance analyses.
Overview
10
10
years of professional experience
Work History
Senior Analyst - Ops Excellence Analyst
Microland
Bangalore
02.2021 - Current
- Collaborated with Client Computacenter and Mercedes India Pvt
- Ltd
- (Daimler) as a part of the Quality Ops team in the GNOC project
- Played a vital role in delivering accurate Daily, Weekly, and Monthly reports based on client requirements as a member of the Operations Quality and Delivery team
- Conducted ticket quality audits for Major Incidents, Incident, Change, and Problem tickets to ensure adherence to proper ticket handling processes by the engineers
- Achieved a consistent SLA score of over 95% for all metrics on a weekly and monthly basis
- Effectively presented weekly and monthly Service Review and Quality Governance meetings with clients
- Led and managed ITIL/ITSM for Operations, including Incident, Change, Problem, and Access management, standardized SLA/SLM metrics, and reporting
- Played a key role in ensuring the stability and availability of all systems and services within scope, while identifying and implementing service improvement processes based on ITIL best practices to enhance customer satisfaction
- Conducted additional training as required to ensure adherence to proper processes and meet SLAs.
QA Specialist
BUNDL TECHNOLOGIES PVT. LTD.
Bangalore
06.2019 - 08.2020
- Responsible for Quality check & ensuring correct price at Item and cart level and achieved 99% of Catalog Quality and Data Accuracy
- Worked with CRM and Reduced Customer support workload by 23%
- Implemented new method to improve productivity
- Generate daily, weekly & monthly reports on price parity reports and track the affect of any changes on sales and margin
- Performed Data pulling from multiple data resources, analyse data and provide leadership with recommendations based off of data
- Implemented effective solutions to expedite the resolution of customer concerns
- Addressed issues initiated from the external and internal stakeholders.
Associate Analyst
SUPERMARKET GROCERIES SUPPLIES PVT. LTD.
Bangalore
08.2018 - 06.2019
- Performed Pricing strategies for more than 6000 products across various categories everyday based on our category management framework
- Performs semi-complex pricing analysis of competitive data and product data to develop recommendations on pricing adjustments
- Provide quantitative and qualitative analysis of pricing decisions
- Coordinate work of local marketing and merchandising teams together with category management to properly execute agreed pricing actions
- Responsible for Vendor Management
- Maintaining the database of Vendors and products.
Analyst
SHOPMONK
Bangalore
01.2018 - 08.2018
- Daily Monitoring, analysis and reporting about the 600 products’ Price in the competitor website to make sure that product is competitive at all times
- Generating Daily, Weekly & Monthly Stock reports and Sales Reports as per the requirement
- Data extracting from the Database and Data consolidation & manipulation as per the requirement
- QC, Data Research, Data Cleansing and Data Mining work
- Creating ad-hoc reports and dashboards which provide insight into business analysis.
DATA VALIDATION ENGINEER
BOOMERANG COMMERCE
Bangalore
05.2016 - 12.2017
- Analyse and validating the data as per the client requirements for assortment intelligence
- Extracting the data from database, Modifying and Updating the data using SQL queries and timely submission of the reports
- Quality checking and Revalidation of the data to assure quality.
GRADUATE APRRENTICE TRAINEE
BESCOM
Bangalore
06.2014 - 06.2015
- Creating and maintaining the daily power interruption reports
- Creating, Updating, and maintaining the daily, weekly and monthly data reports
- Facilitate the data reports of and timely and submission with stats to the higher authority.
Education
BACHELOR OF ELECTRICAL AND ELECTRONICS ENGINEERING -
VISVESVARAYA TECHNOLOGICAL UNIVERSITY
Bangalore01-2013
P.U.C. -
OXFORD PU COLLEGE
Bangalore01-2009
S.S.L.C. -
B.E.S. ENGLISH HIGH SCHOOL
Bangalore01-2007
Skills
- IT service delivery, IT service Management
- ITIL Certified
- Incident Management
- Change Management
- Problem Management
- ServiceNow, Cognos, MS Office
- Ticket process quality audits
- SLA, Process Improvement
Personal Information
Date of Birth: 01/01/1992
Timeline
Senior Analyst - Ops Excellence Analyst
Microland
02.2021 - Current
QA Specialist
BUNDL TECHNOLOGIES PVT. LTD.
06.2019 - 08.2020
Associate Analyst
SUPERMARKET GROCERIES SUPPLIES PVT. LTD.
08.2018 - 06.2019
Analyst
SHOPMONK
01.2018 - 08.2018
DATA VALIDATION ENGINEER
BOOMERANG COMMERCE
05.2016 - 12.2017
GRADUATE APRRENTICE TRAINEE
BESCOM
06.2014 - 06.2015
BACHELOR OF ELECTRICAL AND ELECTRONICS ENGINEERING -
VISVESVARAYA TECHNOLOGICAL UNIVERSITY
P.U.C. -
OXFORD PU COLLEGE
S.S.L.C. -
B.E.S. ENGLISH HIGH SCHOOL
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