Rachana Vadapalli

Company Overview: Client – American Express (AMEX)

• Incident Analysis: Maintained a database of all reported incidents including details such as severity level, status, resolution time. Created detailed incident reports using Tableau to provide visibility into incident trends, performance metrics, and resolution timelines for senior leadership. Developed incident reports with detailed information on the events that occurred.
• SQL for Data Analysis: Utilized SQL to query incident management databases, extracting and analyzing large datasets to identify recurring issues and root causes. Generated ad-hoc reports to assist in decision-making and identify opportunities for process improvement
• Root Cause Analysis & Problem Management: Conducted root cause analysis (RCA) of major incidents, identifying underlying issues to prevent future occurrences. Collaborated with cross-functional teams to implement long-term solutions, contributing to a reduction in high-priority incidents by 20%
• Tableau Dashboards: Designed and maintained Tableau dashboards for real-time incident monitoring, visualizing incident volume, resolution times, and team performance. Created custom views for stakeholders to track ongoing incidents, service requests, and major outage impacts, improving transparency and decision-making.
• Worked closely with cross-functional teams including IT, sales, marketing, finance, operations to understand their needs and requirements related to incident analysis. Developed interactive dashboards that enable users to explore data visually without requiring any technical knowledge.

Key Achievements:

Incident Trend Analysis and Reduction:

• Analyzed incident trends over time to uncover patterns in service disruptions. Provided actionable insights to business leaders, helping to proactively address recurring issues and improve overall system reliability
• Developed comprehensive reports in Tableau that illustrated these trends to stakeholders
• Impact: Implemented targeted process improvements based on analysis, resulting in a 20% reduction in repeat incidents over six months

Training and Development:

• Designed and delivered training sessions for team members on utilizing SQL and Excel for incident management reporting and analysis, enhancing their data proficiency.
• Impact: Improved the team's analytical capabilities, leading to a more efficient incident resolution process and a 30% increase in overall team performance
• Successfully reduced the average time to resolution for major incidents leading to improved customer satisfaction scores and operational efficiency