Sanjoy Saha
Lead - Business Operations
Bangalore
Summary
Results-driven Business Operations Analyst with expertise in data analysis, honed at Emeritus. Successfully reduced operational expenses by $100K annually and improved delivery speed by 30% through Agile methodologies. Adept at translating complex requirements into actionable insights while fostering collaboration and enhancing operational efficiency.
Overview
13
13
years of professional experience
3
3
Certification
Work History
Business Operations Analyst (Assistant Manager)
Emeritus
09.2022 - Current
- Analyzed and translated complex business requirements into functional specifications, including BRDs, data mapping, and workflow documentation.
- Created and maintained Requirements Traceability Matrix (RTM) to ensure alignment between business needs, system functionality, and test outcomes.
- Performed SQL-based data analysis and validation of workflows and business rules; built pivot tables, charts, and dashboards to highlight key insights.
- Conducted detailed impact and system interaction analysis across upstream and downstream applications to recommend scalable solutions.
- Configured and supported Azure Active Directory, Microsoft Intune (MDM/MAM), SAP Business One, and Teams to enhance operational efficiency.
- Provided production support for critical incidents, leading remote teams to quick resolution, and documented RCA for knowledge base.
- Collaborated with Product Owners on backlog grooming, user stories, and acceptance criteria to manage requirements with a product mindset.
- Developed training materials, conducted workshops, and mentored new analysts on best practices in system configuration and documentation.
- Reduced operational expenses by $100K annually by transitioning from OneLogin SSO to Microsoft Azure platform.
- Boosted delivery speed by 30% through Agile and Scrum adoption.
IT Analyst / Operations Lead
Tata Consultancy Services
04.2017 - 09.2022
- Partnered with stakeholders to analyze business processes and system requirements, ensuring smooth delivery of IT services.
- Utilized Excel pivot tables, SQL queries, and Power Query to generate reports and validate business rules, improving onboarding efficiency by 30%.
- Created documentation including process flow diagrams, functional requirements, and system interaction reports.
- Provided L2 technical and functional support for enterprise applications, coordinating with ServiceNow for incident, problem, and change management.
- Assisted in test script execution and UAT validation prior to releases, ensuring error-free deployment.
- Led remote support teams, enforced SLAs, and resolved production incidents through impact analysis and root cause investigation.
Senior Analyst (SME)
HCL
11.2015 - 03.2017
- Acted as SME for change and service management, analyzing incident records to identify process gaps and recommend improvements.
- Translated business requirements into technical specifications and contributed to BRD and system configuration updates.
- Supported testing, validation, and documentation of application changes.
- Facilitated onboarding/offboarding processes, ensuring data integrity across systems.
Customer Relationship Officer
Mphasis
01.2014 - 08.2015
- Managed ticket dispatching, incident resolution, and SLA tracking in a service desk for a UK-based financial client.
- Applied ITIL best practices to improve service delivery and streamline escalations.
- Documented recurring issues and proposed system enhancements to reduce volume of repeat incidents.
Technical Support Associate
Aditya Birla Minacs
06.2013 - 01.2014
- Collected and translated business requirements into actionable specifications for Apple Authorized Service Providers.
- Conducted system troubleshooting, requirement analysis, and root cause documentation for hardware/software issues.
- Collaborated across technical teams and business stakeholders to streamline processes and enhance service quality.
Process Associate (Telecom Domain)
Infosys BPM
07.2012 - 06.2013
- Supported British Telecom operations by analyzing and resolving billing/order issues.
- Applied ITIL principles to improve workflow efficiency and reduce error rates.
- Collaborated with cross-functional teams on service delivery optimization and data validation.
Education
Master of Computer Application -
Maulana Abul Kalam Azad University of Technology
10.2011
Bachelor of Science (Honors) - Mathematics
Calcutta University
12.2008
Skills
- Business Analysis
- Documentation
- Systems Interface Requirements
- Workflow Design
- Data Analysis
- Reporting
- SQL Queries
- Data Validation
- Pivot Tables
Certification
- Lean Six Sigma Green Belt, AIGPE, 08/24
- ISO 20000 - IT Service Management, Alison, 06/22
- ITIL Foundation Level, AXELOS, 08/18
Timeline
Business Operations Analyst (Assistant Manager)
Emeritus
09.2022 - Current
IT Analyst / Operations Lead
Tata Consultancy Services
04.2017 - 09.2022
Senior Analyst (SME)
HCL
11.2015 - 03.2017
Customer Relationship Officer
Mphasis
01.2014 - 08.2015
Technical Support Associate
Aditya Birla Minacs
06.2013 - 01.2014
Process Associate (Telecom Domain)
Infosys BPM
07.2012 - 06.2013
Master of Computer Application -
Maulana Abul Kalam Azad University of Technology
Bachelor of Science (Honors) - Mathematics
Calcutta University
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