Sonia Shetty

• Gather and analyze business requirements, translating them into functional specifications and implementation plans.
  • Manage the end-to-end implementation lifecycle, including configuration, testing (SIT/UAT), deployment, and post-go-live support.
  • Support Workforce Management (WFM) applications by configuring client environments, and ensuring system readiness.
  • Perform data loading, validation, and reconciliation using Microsoft Excel to ensure data accuracy.
  • Execute SIT and UAT, identifying defects, and ensuring alignment with business requirements.
  • Track and manage defects, incidents, and change requests using Jira, ensuring SLA compliance.
  • Conduct root cause analysis (RCA) to troubleshoot functional and data-related issues, reducing recurring defects.
  • Collaborate with cross-functional teams (product, engineering, and client stakeholders) to resolve issues and enhance system performance.
  • Facilitate triage meetings to classify issues into product defects, configuration gaps, or user understanding issues.
  • Support system upgrades and patch releases, performing regression testing to ensure application stability.
  • Prepare and present weekly status reports, dashboards, and insights using Microsoft Excel and PowerPoint.
  • Drive process improvements to optimize implementation efficiency, and enhance client satisfaction.
  • Trained and supported new team members, maintaining culture of collaboration.

• Monitored service ticket queues, and ensured SLA adherence for incident and request management.
• Troubleshot production issues using logs and system analysis, ensuring timely resolution.
• Performed root cause analysis, and collaborated with technical teams to resolve defects.
• Managed incidents using ServiceNow and Jira.
• Executed batch monitoring and scheduling using Control-M.
• Queried and validated data using SQL via Aqua Data Studio.
• Used PUTTY for server access, troubleshooting, and log analysis.
• Suggested workarounds for critical issues to minimize business impact.
• Supported automation initiatives using RPA to improve operational efficiency.
• Participated in service review meetings, and provided operational insights.

• Managed order management activities, and ensured timely execution of tasks across multiple applications.
• Investigated and resolved queries related to orders, networks, bearers, and inventory discrepancies.
• Provided timely resolution to customer issues, maintaining high service quality, and SLA compliance.
• Communicated effectively with onshore clients via emails and calls to clarify requirements, and provide updates.
• Collaborated with cross-functional teams to coordinate task resolution, and improve operational efficiency.