Pallavi Ramawat
Jaipur
Summary
Assistant Manager at SK Finance Ltd with expertise in requirements analysis and project coordination. Proven track record in driving process improvements and achieving a 95% ticket closure rate. Skilled in UAT execution and cross-functional collaboration, ensuring timely delivery of high-quality solutions. Proficient in SQL and adept at stakeholder communication.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Assistant Manager
SK Finance ltd
Jaipur
03.2025 - Current
- Gathered and documented business requirements, including BRD and FRD for comprehensive clarity.
- Tracked project progress to prepare detailed status reports for stakeholders.
- Coordinated testing and User Acceptance Testing (UAT) to ensure product readiness.
- Managed vendors while monitoring deliverables to maintain quality standards.
- Communicated effectively with stakeholders and project teams to align objectives.
- Ensured solutions were delivered on time through proactive management.
- Drove process improvements to enhance operational efficiency.
- Assisted in developing project plans by outlining tasks, resources, and timelines.
Technical 1st Line Support Analyst
Au small finance Bank
Jaipur
04.2021 - 01.2024
- Operated multiple banking systems including Flexcube/CBS, CRM, SQL,EURONET, Incident Management, Change Management, Problem Management and ITSM Ticketing tool while adhering to ITIL practices.
- Solved 60-70 technical tickets daily, achieving a 95% closure rate and coordinating with L2 or L3 teams following established processes.
- Developed and implemented SOPs in line with predefined standards to consistently achieve quality, audit, and compliance goals.
- Analyzed SQL queries to identify areas for optimization.
- Handled Change Request Management system to update back-end inventory data through SQL.
- Provided comprehensive support to users by liaising with various development and support teams.
- Supported scheduled activities such as DC to DR and DR to DC movement.
- Prepared artifacts like Functional Requirements Document (FRD) and Business Requirements Document (BRD).
- Provided first-level technical support for software and hardware issues across various platforms.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
Technical 1st Line Support Analyst
Teleperformance
Jaipur
12.2019 - 04.2021
- Provided extended analysis to support technology team in escalating and resolving issues.
- Generated reports and tickets to monitor performance and analyze trends.
- Carried out retention calls with unsatisfied users, resulting in a 40% software retention rate.
- Created detailed case notes for every user/customer interaction to ensure accurate record-keeping.
- Implemented ServiceNow solutions to cut down on incident and problem resolution duration.
- Resolved user queries promptly to maintain continuous operations.
Education
Master of Business Administration - PGDM
2022
B.Tech - Information Technology
2017
- [Degree] Graduate
Skills
Business and technical analysis
- Requirements and request analysis
- BRD, FRD, and user stories
- Functional and solution design
- Impact and gap analysis
- UML diagrams and process modeling
- SDLC methodologies
- UAT planning and execution
- ServiceNow ITSM management
- Application maintenance tracking
- Root cause analysis
- Change and release management
- SLA and KPI monitoring
- SQL data validation
- JIRA and Confluence documentation
- MS Excel reporting dashboards
- Visio process flows
- Azure RP exposure
- CRM systems proficiency
- Salesforce
- Cross-functional collaboration
- Project coordination tracking
- Product lifecycle support
- Team task delegation skills
Certification
• Power BI, Oracle architecture and tuning, Business Analyst PMP(udemy)
Accomplishments
- Tech Support champion 2021-22.
- Customer Service champion 2022-23.
Timeline
Assistant Manager - SK Finance ltd
03.2025 - Current
Technical 1st Line Support Analyst - Au small finance Bank
04.2021 - 01.2024
Technical 1st Line Support Analyst - Teleperformance
12.2019 - 04.2021
Jaipur National University - Master of Business Administration, PGDM
Rajasthan Technical University - B.Tech, Information Technology
Hobbies
- Dancing , painting , social networking.
Expertise
- Hands on experience Power BI, Vercel, Visily, draw.io, Postman, Wireframing, UAT, and Manual Testing.
- Business Analysis, Requirements Gathering, Team Management, Stakeholder Communication, Cross-functional Collaboration, Adaptability, Time Management, Design making
Domain
- Banking IT
- Technical Analyst
- L1 Support
Accomplishments
- College dance winner 2014,2015, 2016.
- inter college dance winner 2017.
Hobbies
- Dancing , painting , social networking.
Expertise
- Hands on experience Power BI, Vercel, Visily, draw.io, Postman, Wireframing, UAT, and Manual Testing.
- Business Analysis, Requirements Gathering, Team Management, Stakeholder Communication, Cross-functional Collaboration, Adaptability, Time Management, Design making
Domain
- Banking IT
- Technical Analyst
- L1 Support