PRAJJAL SINHA
Business Analyst
Kolkata
Summary
Seasoned Business Analyst offering 6.5 years of banking industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Lead Business Analyst
FIS Payments Solutions and Services
Bangalore
07.2022 - Current
- Requirement gathering from clients.
- Conducting review meetings.
- Preparation of Functional Specific Document.
- Conducting meetings and presentations to share ideas and findings.
- Scheduling gap analysis sessions.
- Performing user acceptance and sanity testing.
- Effectively communicating plans to cross-functional team and management.
- Ensuring solutions meet business needs and requirements.
- Managing projects, developing project plans and monitoring performance.
- Monitoring around 20 deliverables at times and ensuring timely completion of projects.
- Managing change management for deployment of new change into production.
APPLICATION SUPPORT TEAM LEAD
FIS PAYMENT SOLUTIONS, SERVICES PRIVATE LIMITED
Kolkata
07.2020 - 06.2022
- Ensure quality client servicing and effectively handling client escalations.
- SME for NACH, Clearing and Card modules in CBS.
- Active participation in Incident management calls.
- Responsible for SLA management.
- Acting as Liaison between Development and Support team.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Interacted with clients to resolve issues and answer software-related questions.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Exceeded goals through effective task prioritization and great work ethic
- Actively listened to customers' requests, confirming full understanding before addressing concerns
SENIOR PRODUCT SUPPORT SPECIALIST
LEVERTON SOFTWARE INDIA
PRIVATE LIMITED
Gurgaon
07.2018 - 07.2020
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Monitor end user tickets and take action accordingly
- Diagnosing root cause of problem and resolving as per SLA
- Good knowledge of API tools like Postman
- Replication of Live environment issues in lower/development environments
- Conducted system and user acceptance testing and validation of AI-based application
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
MBA - MODERN PROJECT MANAGEMENT
MIT SCHOOL of DISTANCE EDUCATION
Pune, MH 01.2021 -
Bachelor of Science - AVIATION
UTKAL AEROSPACE AND ENGINEERING
Cuttack, OR 07.2009 -
Skills
Team Leadership and coachingundefined
Timeline
Lead Business Analyst
FIS Payments Solutions and Services
07.2022 - Current
MBA - MODERN PROJECT MANAGEMENT
MIT SCHOOL of DISTANCE EDUCATION
01.2021 -
APPLICATION SUPPORT TEAM LEAD
FIS PAYMENT SOLUTIONS, SERVICES PRIVATE LIMITED
07.2020 - 06.2022
SENIOR PRODUCT SUPPORT SPECIALIST
LEVERTON SOFTWARE INDIA
PRIVATE LIMITED
07.2018 - 07.2020
Bachelor of Science - AVIATION
UTKAL AEROSPACE AND ENGINEERING
07.2009 -
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