Rajinikanth L.
Bengaluru
Summary
System Analyst and senior business operations professional with approximately 17 years of experience across Tech Mahindra, IBM, Wipro, Pulse Secure, and Ivanti. Combines requirements analysis, executive reporting, business intelligence, customer support analytics, data governance, and IT service management to convert operational data into clear decisions and measurable improvements. Experienced in partnering with Product Management, Engineering, Customer Success, Sales, Finance, HR, and Operations; building KPI dashboards and MBR/QBR narratives; and improving process consistency across complex, cross-functional environments.
Overview
2027
2027
years of professional experience
Work History
System Analyst
Tech Mahindra
Bengaluru, Karnataka
01.2024 - Current
- Design and maintain executive dashboards and KPI scorecards using Salesforce, Tableau, Power BI, SQL, and Advanced Excel, improving operational visibility and management decision support.
- Deliver Monthly and Quarterly Business Reviews with performance trends, customer-impact insights, root-cause themes, risks, and prioritized follow-up actions.
- Analyze technical support case data across product and business-unit views, including NWAE, Bug, Feature Request, How-To, licensing, upgrades, installations, migrations, alerts, web-console, database, and environmental themes.
- Define classification logic and data-quality checks for AI Type, AI Reason, and AI Category fields; reconcile category and theme counts and support consistent Salesforce picklist usage.
- Resolved 4,122 backdated support cases through a focused data-integrity initiative, strengthening reporting completeness and trust in historical analysis.
- Partner with Product Management, Engineering, Customer Success, and support leaders to translate recurring case patterns into product signals, coaching opportunities, and process improvements.
- Use Jira, ServiceNow, Salesforce, SharePoint, and Confluence to document issues, validate records, coordinate stakeholders, and track corrective actions.
Associate Operations Manager and Associate Administrative Manager
Ivanti
Bengaluru, Karnataka
03.2016 - 10.2022
- Managed daily operations for a large IT workplace, coordinating maintenance, repairs, cleaning, safety, vendors, and employee support while maintaining service standards.
- Established and monitored safety protocols, compliance requirements, service controls, and escalation paths to protect employee well-being and business continuity.
- Led internal teams and external partners, reviewed performance, resolved service gaps, and improved accountability through structured governance and stakeholder communication.
- Applied incident, change, problem, vendor, and facilities management practices to address operational risks and deliver reliable workplace services.
Earlier Career Experience
IBM
- 03.2016
- Held operations and IT service management responsibilities spanning major incident management, incident change and problem management, vendor management, integrated service coordination, and customer-facing operational support.
- Built a foundation in structured escalation, service performance, process control, stakeholder communication, and cross-functional delivery that now supports systems-analysis and analytics work.
Earlier Career Experience
Wipro
- 03.2016
Earlier Career Experience
Pulse Secure
- 03.2016
Education
Bachelor of Engineering - Mechanical Engineering
Vellore Institute of Technology
05-1997
Skills
- Systems and Business Analysis
- Analytics and Reporting
- Operations and Delivery
- Requirements analysis
- Process mapping
- Root cause analysis
- Data validation and governance
- Stakeholder management
- Executive dashboards
- KPI frameworks and scorecards
- Trend and Pareto analysis
- MBR and QBR reporting
- Operational insights
- IT service management
- Incident change and problem management
- Customer success operations
- Continuous improvement
- Cross functional coordination
Custom
- Translate business needs and stakeholder questions into structured requirements, reporting logic, KPI definitions, dashboards, and practical process improvements.
- Analyze case trends, product signals, customer-impact themes, root causes, and reclassification patterns to identify operational and product priorities.
- Bridge business and technical teams by documenting findings, validating data, clarifying ownership, and tracking actions through Salesforce, Jira, ServiceNow, and SharePoint.
- Communicate complex analysis through concise executive summaries, Monthly Business Reviews, Quarterly Business Reviews, scorecards, and decision-ready presentations.
Timeline
System Analyst
Tech Mahindra
01.2024 - Current
Associate Operations Manager and Associate Administrative Manager
Ivanti
03.2016 - 10.2022
Earlier Career Experience
IBM
- 03.2016
Earlier Career Experience
Wipro
- 03.2016
Earlier Career Experience
Pulse Secure
- 03.2016
Bachelor of Engineering - Mechanical Engineering
Vellore Institute of Technology