Rrama Acharya
Product Analyst
Navi Mumbai
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. 13 years of experience in providing network and software support to users and developing and implementing technical solutions. Versatile experience in operations, Production Assurance, Change Management/Access Management, User Acceptance Testing and Product Management. Hoping to take on new challenges and learn more during my career progression.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Product Analyst
JP Morgan Chase
Mumbai
05.2022 - Current
- Let discovery for new products and collaborated with business to understand the requirements
- Identifying problem statements and brainstorming sessions conduction with team for resolution and assess impacts
- Supported vendor development team in generation of technical requirements and product documentation to achieve process commonality.
- Tested vendor applications before production release to validate compatibility and identify any defects in the product.
- Collaborate with UAT teams for testing and ensure maximum coverage is provided
- Collaborated with cross-functional teams to adopt, implement and market the product
- Worked with development team to define and implement customer change requests to enhance product functionality.
- Generated reports to drive adoption and utilization of products for various Lines of Business
- Compared project goals and user experiences and recommended revisions to bring entities into alignment.
UAT Testing Analyst
JP Morgan Chase
Navi Mumbai
09.2019 - 04.2022
- Conduct User acceptance testing to ensure that developed systems/functionality satisfies the need of the business clients as specified in the business requirements
- Define Test strategies and UAT approach in Scrum Teams
- Worked in project with waterfall and Agile Methodologies
- Worked with scrum teams to identify the scope and requirements of the project
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Gained strong leadership skills by managing projects from start to finish.
- Learned and adapted quickly to new technology and software applications.
- Collaborated with Product Owners, Application Owners, Stakeholders and Agile Teams to drive timely delivery of the product
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Identifying and highlighting potential risks to business or customers during testing
- Strong working knowledge of tools like ALM, Jira and MS-Office
CIB Business Change Analyst
JP Morgan Chase
Mumbai
10.2018 - 10.2019
- Managing User Profile for Bankers in EMEA
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Paid attention to detail while completing assignments.
- Keeping the SOP documents evergreen
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Business Analyst - Incident Management
JP Morgan Chase
Mumbai
08.2016 - 10.2018
- Manage Incidents impacting the production environments
- Engage on bridge calls with on call support teams, dev teams and management teams
- Assess business, revenue or regulation impacts and send communication to business leadership with impact and POA
- Create urgency and expedite resolution to minimize impacts to business
- Making decisions to benefit business
- Applied effective time management techniques to meet tight deadlines
- Strong working knowledge of tools like HP Service Manager, REACT Tool and Sharepoint
Dispute Analyst - Merchant Services
JP Morgan Chase
Mumbai
05.2015 - 08.2016
- Excellent communication skills, both verbal and written.
- Resolving customer disputed transaction with merchant
- Sending letter communication to merchant and work on recovering the disputed amount for customer
- Validating if valid dispute and working towards customer benefit
Fraud Representative - FCC
JP Morgan Chase
Mumbai
08.2011 - 03.2015
- Selected to pilot FCC in Mumbai
- Assisted customers to identify and prevent fraud transactions on their credit card account
- Validating high dollar transactions with customers to ensure it is valid and assist with a smooth process using the bank card
- Managed OJT Teams as an SME
Collections Advisor
JP Morgan Chase
Mumbai
05.2009 - 08.2011
- Worked with customers facing challenges paying their credit card, assisted with payment plans to benefit customers
- Worked in call center environment Inbound and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Technical Support Agent
Accenture
Mumbai
05.2007 - 04.2009
- Inbound third-party call center, resolving customer issues with LAN/Wifi connections
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collections Advisor
TracMail
Mumbai
04.2005 - 05.2007
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling automatically dialed outbound calls.
Education
Bachelor of Computer Applications - Computer Engineering
Indira Gandhi National Open University
Navi Mumbai 06.2020 - Current
ANIIT - Computer Engineering
NIIT
Mumbai 11.2016 - 08.2018
Skills
PMP
Problem Solving Skills
CSPO
Defect Management
Agile and Scrum Methodologies
Timeline
Product Analyst
JP Morgan Chase
05.2022 - Current
Bachelor of Computer Applications - Computer Engineering
Indira Gandhi National Open University
06.2020 - Current
UAT Testing Analyst
JP Morgan Chase
09.2019 - 04.2022
CIB Business Change Analyst
JP Morgan Chase
10.2018 - 10.2019
ANIIT - Computer Engineering
NIIT
11.2016 - 08.2018
Business Analyst - Incident Management
JP Morgan Chase
08.2016 - 10.2018
Dispute Analyst - Merchant Services
JP Morgan Chase
05.2015 - 08.2016
Fraud Representative - FCC
JP Morgan Chase
08.2011 - 03.2015
Collections Advisor
JP Morgan Chase
05.2009 - 08.2011
Technical Support Agent
Accenture
05.2007 - 04.2009
Collections Advisor
TracMail
04.2005 - 05.2007