Sandesh Nagaraj
Subject Matter Expert
Bengaluru,KA
Summary
10 Years experienced as professional with proven business analysis skills. Responsible for requirement analysis and resolution on customer issues. Good experience in requirement gathering, user-story writing, wireframing and process mapping. Spend most time understanding customer issues, identify root causes for the problem and work with team to resolve customer challenges.
Domain Experience: Telecom
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Subject Matter Expert
Infosys BPM
Bengaluru, Karnataka
04.2019 - Current
- Line of Business - Telecom Domain (Router Lifecycle Management)
- Been part of Missed Disconnect Practice project and with the annualized savings of 110K €
- Center of Excellence (CoE): Working on inaccurate categories and Country specifics and working on ticketing services like JIRA
- Requirement Management and Analysis
- Disconnection management, Accountable for finding and establishing Inventory Baseline with the goal of classifying circuits Potential Disconnect during the Business as Usual (BAU)
- Problem Resolution: Manage SLAs for business success. Cost draining and data integrity issues
- Requirement Analysis: Creating Case documentation and involving right stakeholders to get started on problem resolution
- Managing KPIs and Metrics for Product and Team Competency
- Performing quality checks and preparing Quality Report
- Mentoring Members in the team
- Create Process Maps, Wireframes and other visual aids for quick problem resolutions
- Creating and maintaining knowledge repository for the team
Subject Matter Expert
Infosys BPM
Bengaluru, Karnataka
04.2016 - 03.2019
- Project: Inventory Control Activity (ICA) Been part of disconnect re-engineering process which reduced missed disconnection instances from 11% to 7% with annualized savings of $ 3400K
- Disconnection management, Accountable for finding and establishing Inventory Baseline with the goal of classifying circuits Potential Disconnect during the Business as Usual (BAU)
- Lead OIP project for Disconnection Report which reduced monthly manual work from 2 hours to 15 minutes
- Been part of BVD which focused on identifying cost leakage and improve reconciliation methodology between 2 applications with annual savings of $2,724K Rewards and Recognition
Senior Process Executive
Infosys BPM
Bengaluru, Karnataka
04.2014 - 04.2016
- Project: Eagle Eye - Performing various proactive quality checks for disconnect cluster
- Any Potential Disconnects identified, will validate with CSMs/AMs to submit the cease request
- Maintaining the KPI reports of validated orders and reporting to clients on a monthly basis
- In any point of validations, any discrepancies or data integrity is found – it will be notified to respective teams CS&O or Global Cessation Management Team to precise the tools
- Creating and maintaining knowledge repository for the team
Process Executive
Infosys BPM
Bengaluru, Karnataka
03.2012 - 04.2014
- Process Management: AMIS (Access Management Information System) Analyzing customer issues and creating case documents for problem resolution
- Project Goal: Specifically intended at missed disconnects during Site Closure, Contract Termination or any Migrations
- Reviewing Root Cause Analysis and take appropriate action to be able to take next further steps key achievements
- Been part of Spartan project with annualized savings of 247K €
Education
BBA - Finance
Sri Lakshmi Hayagree
Mysore 06.2006 - 10.2009
MBA - HR And IB
GEMS B SCHOOL
Mysore 09.2010 - 10.2012
Skills
Process Mapping
Wireframing
Requirement Gathering
User Stories
Reporting and Dashboard
Telecom Domain
JIRA, Azure DevOps
Visio, E Draw, Lucid Chart, Balsamiq Cloud
Accomplishments
- Received I-star Awards multiple times at Infosys level
- Individual Extra-Miler Award
- Ramp Award Winner
- Numerous Client Awards
- Won Star of the Month
Timeline
Subject Matter Expert
Infosys BPM
04.2019 - Current
Subject Matter Expert
Infosys BPM
04.2016 - 03.2019
Senior Process Executive
Infosys BPM
04.2014 - 04.2016
Process Executive
Infosys BPM
03.2012 - 04.2014
MBA - HR And IB
GEMS B SCHOOL
09.2010 - 10.2012
BBA - Finance
Sri Lakshmi Hayagree
06.2006 - 10.2009