About
Business Analyst with 4+ years at Infosys across global insurance and telecom AMS engagements. Authored BRDs and FSDs for 6 critical insurance applications, led requirement workshops with 40+ onshore and offshore members, and built the business case that led to an AI chatbot implementation, cutting L1 and L2 manual support workload by 30%. Pair requirements, UAT and RTM discipline with Power BI and SQL reporting to turn operational data into executive-ready insights.
Skills & Expertise (22)
Work Experience
Business Analyst
Infosys Ltd
May 2024 - Present
Drove BA activities for a global insurance AMS engagement covering 6 critical applications (policy administration, claims processing, underwriting), authoring BRDs, FSDs, data mappings and integration flow documentation. Led requirement workshops and sprint planning sessions with 40+ cross-functional onshore and offshore members, capturing action items and driving alignment across delivery tracks. Analysed L1 support ticket patterns, identified automation gaps and built the business case that led to an AI chatbot implementation, which reduced manual support workload for the L1 and L2 teams by 30%. Monitored SLA/KPI adherence across L1, L2 and L3 support tiers; flagged deviations and prepared status updates for senior stakeholders, ensuring contractual commitments were consistently met. Prepared risk assessments, gap analyses and change management artefacts aligned to ITIL practices, supporting deployment readiness and governance reviews. Designed and delivered 20+ Power BI dashboards across 75+ applications, giving leadership real-time visibility into project health, revenue and margin performance. Automated weekly and monthly reporting using Power Query (M), Advanced Excel and SQL, cutting manual reporting effort by 70% (from 10 to 3 hours per week) for my manager and me.
Data Analyst
Infosys Ltd
Mar 2023 - Apr 2024
Built Power BI dashboards to monitor SLA/KPI adherence across AMS engagements, enabling data-driven decisions for leadership and client stakeholders. Tracked incident, problem and change management metrics through structured trend analysis, contributing to a 40% reduction in P1 incident recurrence for the team. Analysed application performance data to surface degradation patterns before they caused outages. Worked with stakeholders to define data requirements, optimise reporting pipelines and improve data quality across application performance datasets.
Junior Business Analyst
Infosys Ltd
May 2022 - Feb 2023
Mapped As-Is and To-Be process flows for customer self-care applications, identifying gaps and preparing improvement recommendations. Defined chatbot workflows for a Conversational AI initiative, documenting customer interaction scenarios for the move from live chat to virtual agents. Contributed to BRDs and FSDs for a Technician App revamp covering offline capability, chatbot support and improved user experience. Supported requirements gathering for an OTT/video streaming modernisation initiative (programme guide personalisation, real-time content updates). Maintained the Requirements Traceability Matrix (RTM) across Agile sprint cycles and UAT sign-off; authored acceptance criteria and test scenarios.
Education
PGDM — Marketing & Operations - Lal Bahadur Shastri Institute of Management
- 2022 · Afghanistan
B.Sc. — Physics, Chemistry, Mathematics - Chhatrapati Shiva Ji Maharaj University
- 2016 · Afghanistan
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Skills (22)
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