Tushar Pillai

Pune

Summary

Results-driven Lead Data Analyst with 7+ years of experience delivering data-driven insights, developing interactive dashboards, and leading analytics initiatives that optimize operations. Skilled in Power BI, Python, SQL, Excel, Jira, and ServiceNow, with expertise in ETL processes, data modeling, and performance reporting. Proven track record in reducing process inefficiencies, improving SLA adherence, and enabling data-backed decision-making. Adept at leading cross-functional teams and managing stakeholder expectations.

Overview

years of professional experience

Work History

Lead Data Analyst

Sakon

Pune

03.2023 - Current

Lead data analysis projects, reducing issue recurrence by 25%, and integrating Python (Anaconda) for automation and advanced analytics..
Enhanced reporting accuracy and insight delivery using Python scripts within Power BI dashboards.
Built and maintained strong client relationships, achieving 95%+ satisfaction scores through regular communication and effective resolution of escalations.
Streamlined project management and issue tracking using Jira, achieving a 20% decrease in ticket turnaround times.
Identified operational inefficiencies, leading to an 18% improvement in team productivity.
Handled client escalation management, ensuring quick resolution of high-priority issues, restoring SLA compliance, and maintaining strong client relationships.

Senior Data Analyst

Capgemini

09.2021 - 03.2023

Conducted full lifecycle data analysis and supported the execution of high-impact projects.
Designed data collection systems that improved accuracy and facilitated deeper insights.
Managed ticketing workflows via ServiceNow for responsive and organized project handling, reducing SLA breaches by 33%.
Created performance dashboards and recurring reports to support strategic initiatives.
Worked with stakeholders to define KPIs and optimize reporting structures.

Team Lead

Hexaware Technologies

Nagpur

07.2019 - 08.2021

Supervised a 30-member team, achieving 98% SLA adherence and meeting quarterly productivity targets.
Analyzed service data to address bottlenecks and boost SLA performance.
Reduced operational costs by 12% through vendor engagement and incentive-driven productivity programs.
Facilitated training and development programs to build team capability and efficiency.

Education

PGDBA - IT Operations Management

Symbiosis International University

B.E. -

G.H. Raisoni College of Engineering

Skills

Data Analytics & BI: Power BI, Data Visualization, Dashboard Development, KPI Reporting, Data Modeling
Technical Tools: Python (Anaconda), MS Excel, SQL, Jira, ServiceNow, ETL Pipelines

Business Skills: Stakeholder Management, Process Optimization, Project Management, Team Leadership, Client Escalation Management
Soft Skills: Strategic Thinking, Problem-Solving, Communication, Collaboration

Awards & Recognition

Star Performer Award – Sakon
Consistently recognized for outstanding performance, delivering high-impact analytics solutions and exceeding project KPIs in all quarters.
BCP Heroes Award – Hexaware Technologies
Honored for exceptional leadership during the COVID-19 pandemic, ensuring uninterrupted business continuity through digital transformation.

Project Highlight

Key Projects

Operations Efficiency Dashboard – Power BI (Sakon)
Designed and deployed a Power BI dashboard with Python integration to monitor KPIs, SLA metrics, and incident resolution timelines.
Enabled real-time decision-making and reduced manual reporting time by 60%.
Incident Management Analytics – ServiceNow & Jira (Capgemini)
Developed a data analytics framework to track incident volume, resolution rates, and SLA adherence using ServiceNow and Jira data.
Reduced SLA breaches by 33% through predictive alerts and automated escalations.
Team Performance Tracker – Excel & SQL (Hexaware Technologies)
Created an automated performance tracker combining SQL data extraction and Excel macros to monitor productivity for 30+ team members.
Improved SLA compliance to 98% and reduced manual tracking efforts by 70%.

Timeline