Sai Janani A S
Chennai
Summary
Dynamic Operations Engineer with extensive hands-on experience in ITIL-based Incident, Change, and Service Management, managing over 300 incidents and 500 service requests while consistently achieving SLA targets. Proficient in Power BI, Excel automation, monitoring, and AI-driven reporting, with a proven ability to build impactful dashboards, enhance Mean Time to Recovery (MTTR), and drive operational efficiency through data analytics and process optimization. Committed to enhancing business processes and designing innovative operating procedures that foster productivity. Passionate about implementing transformative solutions that challenge conventional practices and elevate legacy operations.
Overview
2
2
years of professional experience
1
1
Certification
4
4
Languages
Work History
Operations Engineer
COMCAST India Engineering Center
07.2024 - Current
- Managed 300+ Sev-3 and supported Sev-1/ 2 Major Incidents under ITIL, ensuring SLA compliance and rapid service restoration.
- Led bridge calls, coordinated L1-L3 teams, and performed RCA (Root cause Analysis) to prevent recurrence.
- Conducted proactive monitoring using tools like (Elk, Graphana, Telemetry), alert management, and trend analysis to improve system stability and reduce escalations.
- Participated in CCB reviews for risk assessment, impact analysis, and production readiness.
- Built Power BI dashboards tracking change KPIs, success rate, and failed deployments.
- Automated change documentation/ reporting using AI & prompt engineering, improving cycle time and compliance.
- Resolved 500+ tickets, including VIP/ high-priority cases, meeting SLA targets.
- Used ITSM tools (ServiceNow/ Jira) for tracking, escalation, and closure.
- Reduced MTTR through efficient triage and cross-team collaboration.
- Developed 6+ Power BI dashboards for Incident, Change, Case, and SLA metrics.
- Automated KPI reports and audits using Power BI, DAX, Power Query, and Excel.
- Implemented ETL, data cleansing, and AI-driven preprocessing to enable data-driven insights.
- Automated monthly reports and analytics, reducing manual effort using Excel, Macros, Power Query, and Power BI.
- Standardized SOPs, templates, and workflows to improve accuracy and efficiency.
- Recipient of 4 Quarterly Awards (HiFi & Spotlight) for operational excellence and process improvements.
- Led event planning and employee engagement initiatives; designed the 2024 BU newsletter, onboarding materials, and branding assets.
Student Intern
COMCAST India Engineering Center
01.2024 - 06.2024
- Led a team of 30+ colleagues in organizing and executing a 30-day Oratorical Contest, earning the Best Captain Award for exceptional leadership.
- Gained hands-on experience in Incident Management, learning and implementing best practices to ensure efficient issue resolution.
- Developed a Power BI dashboard for a learning portal, providing real-time analytics for 70+ users within the organization, enhancing data-driven decision-making.
Education
B Tech - Information Technology
SASTRA Deemed To Be University
Thanjavur01.2024
Skills
Power BI
Power Query
Python
Data Visualization
JIRA
Incident Management
SQL
Certification
IBM Data Analyst Professional Certificate
Personal Information
- Date of Birth: 19/02/2003
- Gender: Female
Timeline
Operations Engineer
COMCAST India Engineering Center
07.2024 - Current
Student Intern
COMCAST India Engineering Center
01.2024 - 06.2024
B Tech - Information Technology
SASTRA Deemed To Be University