SAYALI CHAVAN

Technical & Business Operations Analyst

Amdocs

07.2020 - Current

Leading management of billing cycles, improving billing processes and reducing errors to minimize customer disputes/escalations
Ensuring Billing cycles are closed within agreed SLA & any risk in SLA breach are being highlighted to management
Leading operational stand-up call with internal stakeholders and highlighting ongoing issues/pain areas with Bill Cycles and discuss action items for resolution/scope of improvement
Own escalations/complaints raised by client and work on issue to be resolved until satisfactory resolution
Utilizing Shell Scripting for task automation, enhancing operational efficiency and reducing manual errors
Proficiently employed SQL queries for data extraction, analysis, and manipulation, supporting data-driven decision- making
Generating various management reports needed for SLA tracking/Audits
Highlighting process changes that can lead to efficient operations and set processes for team's advantage, ensuring process alignment and mentoring
Effectively managed Service Level Agreements (SLAs), consistently meeting and exceeding performance targets to enhance client satisfaction
Coordinated cross-functional teams to ensure smooth software releases and deployments, reducing system downtime and enhancing reliability
Maintaining robust monitoring system with Grafana and Zabbix to identify issues proactively and maintain system stability
Managed critical incident and bridge-handling processes to ensure rapid issue resolution and minimal service disruption during outages
Responsible for keeping client and stakeholders notified about incident metrics (business impact, status summary and Action planned) using Internal Heads-up tool
Facilitated smooth handovers to other teams by documenting processes, creating knowledge bases, and providing comprehensive training for seamless transitions.