Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SHWETA SHARMA

Team Lead - Data Ops Engineer
New Delhi

Summary

Results-driven Technical Support & Data Analytics Leader with over 9 years of experience in data analytics, ETL processes, product support, and team management. Expert in leading high-performing teams, optimizing workflows, and ensuring seamless technical & product support operations. Proficient in SQL, UNIX, Python, Power BI, Snowflake, ETL, JIRA, API, and Zendesk with a proven track record of driving automation, enhancing service delivery, and providing top-tier product support across cloud and SaaS-based platforms.

Overview

10
10
years of professional experience
6
6
years of post-secondary education

Work History

Lead – Data Analytics & Product Support

Innovaccer
Noida
09.2023 - 05.2025
  • Managing technical, data analytics, and product support for key customers.
  • Leading customer calls, handling escalations, and optimizing service delivery.
  • Spearheading automation initiatives, reducing manual workload by 30%.
  • Driving platform upgrades, QA testing, and enhancements to improve system performance.
  • Leading team scrums, mentoring junior engineers, and supporting hiring efforts.
  • Developed and maintained batch processing and SQL-based transformations for optimized reporting pipelines.
  • Automated data feeds and cleanup scripts with crontab and shell scripting.
  • Actively managed and reported on KPI metrics and dashboards for internal stakeholders.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Team Lead – Data Analytics & Support

Provana
Noida
01.2022 - 09.2023
  • Led a 10-member team, ensuring high service standards and customer satisfaction.
  • Managed real-time call analytics, debt collection insights, and customizable dashboards.
  • Improved response time by 25% by implementing process improvements.
  • Conducted training, performance evaluations, and team-building activities.
  • Supported 24/7 operations by managing shift rosters, coverage plans, and escalation workflows.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

Senior Support Engineer

Innovaccer
Noida
11.2018 - 01.2022
  • Provided US healthcare support and data-driven insights via ETL and Power BI.
  • Led automation of daily processes, reducing manual intervention by 40%.
  • Ensured compliance for HEDIS, MIPS, and MSSP data submissions.
  • Implemented proactive monitoring systems to identify potential issues before they escalated into major problems.
  • Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.

Senior Analyst

SirionLabs
GURGAON
04.2018 - 11.2018
  • Managed global client interactions, ensuring seamless data validation and migrations.
  • Improved data processing efficiency by implementing automation strategies.
  • Analyzed data to identify root causes of problems and recommend corrective actions.

Application Engineer

Infogix
GURGAON
09.2015 - 10.2017
  • Led L2/L3 support operations, reducing issue resolution time by 35%.
  • Created real-time monitoring reports, optimizing system performance.

Education

M.Tech - Computer Science

Galgotias University
NOIDA
08.2012 - 07.2014

B.Tech - Information Technology

UPTU
UTTAR PRADESH
08.2008 - 09.2012

Skills

  • SQL

  • Python

  • Shell Scripting

  • Power BI

  • JIRA

  • Zendesk

  • Postman

  • Snowflake

  • Redshift

  • Elastic Search

ETL development

Big data processing

Accomplishments

  • Received Star Award at Innovaccer for outstanding contributions to data analytics and product support.
  • Awarded Spot Award (4x) for successful customer migrations and process automation.
  • Led a team during a resource crunch, maintaining 100% SLA adherence.
  • Received Star Performer & Best New Joiner Awards at Infogix.
  • Qualified GATE in 2012 and secured 2nd prize in a college project competition.
  • Silver Medalist in Netball, representing Delhi in 3 National Tournaments.

Timeline

Lead – Data Analytics & Product Support

Innovaccer
09.2023 - 05.2025

Team Lead – Data Analytics & Support

Provana
01.2022 - 09.2023

Senior Support Engineer

Innovaccer
11.2018 - 01.2022

Senior Analyst

SirionLabs
04.2018 - 11.2018

Application Engineer

Infogix
09.2015 - 10.2017

M.Tech - Computer Science

Galgotias University
08.2012 - 07.2014

B.Tech - Information Technology

UPTU
08.2008 - 09.2012

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SHWETA SHARMATeam Lead - Data Ops Engineer