Summary
Overview
Work History
Education
Skills
Project Experience
Certification
Timeline
Generic

Nilanjit Kar

Bangalore

Summary

Summary of qualifications

  • Experienced Product Support Analyst with 3+ years at Capgemini, specializing in troubleshooting enterprise application issues for a global retail client, with expertise in ITIL practices and on-call support.
  • Skilled in data analysis and reporting, creating interactive Power BI dashboards for performance tracking, ticket trends, and SLA insights across business units.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Support Engineer

Capgemini
04.2021 - Current


Delivered functional and technical support for enterprise business systems, resolving incidents and service requests in line with established SLAs.


Participated in on-call support rotations to ensure continuous availability and rapid response for critical issues outside business hours.


Contributed to the "RCA Dashboard" project during the POC sprint, developing a backend data processing flow using Python to support dashboard generation and insights delivery.


Designed and maintained Power BI dashboards and weekly performance reports, providing visibility into ticket trends, issue categories, and support activity across business units.


Collaborated with stakeholders to gather reporting requirements and iteratively enhanced Power BI dashboards to support decision-making and process improvement initiatives.


Worked closely with QA and development teams to investigate root causes and propose long-term resolutions for recurring issues.


Supported UAT and deployment processes for new features and system updates, ensuring functional alignment with business needs.


Authored SOPs, troubleshooting guides, and technical documentation to streamline support and reduce knowledge gaps.


Utilized ServiceNow, Jira, and Confluence for incident tracking, documentation, and cross-team communication.


Followed ITIL-aligned practices to ensure governance, compliance, and operational integrity.

Education

B-Tech - Electronics And Communication Engineering

Siksha O Anusandhan University
Bhubaneswar
07.2020

Skills

Technical Skills

Support Tools: ServiceNow, Jira, Confluence

Data & Reporting: Power BI, Excel, SQL

Languages & Scripting: Python (for backend/automation tasks)

Testing & Processes: UAT, Regression Testing, Root Cause Analysis

Methodologies: ITIL, Agile (Scrum)

Documentation: SOPs, Knowledge Base Articles, Process Workflows

Project Experience

Power BI Dashboard & Reporting Automation

  • Built interactive Power BI dashboards to track ticket trends, issue categories, SLA compliance, and support team performance.
  • Automated weekly performance reports using Power Query, DAX, and Power BI Service, reducing manual effort by 80%.
  • Connected data from ServiceNow and Excel, enabling real-time insights across business units.
  • Implemented drill-through filters, KPIs, and row-level security (RLS) for customized stakeholder views.
  • Supported data-driven decisions in weekly reviews, contributing to a 15% SLA improvement.

RCA Dashboard – Python Backend (POC Project)

  • Built a Python ETL pipeline to process incident data for the RCA Dashboard during the POC sprint.
  • Used Pandas for data cleaning and classification of issues by root cause and resolution type.
  • Automated data flow to Power BI, reducing manual prep time by 70% and enabling faster RCA insights.

Certification

  • ITIL Foundation Certification
  • Generative AI for Beginners – Udemy
  • Power BI Beginners to Pro - Udemy

Timeline

Product Support Engineer

Capgemini
04.2021 - Current

B-Tech - Electronics And Communication Engineering

Siksha O Anusandhan University

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Nilanjit Kar