Bhavna shakya
Technical and Business Analyst
About
Operations professional with 3+ years of experience in the telecom domain at Amdocs, specializing in production support, service delivery, billing operations, CRM applications, and incident management. Experienced in collaborating with cross-functional teams, ensuring SLA adherence, resolving operational issues, and supporting business-critical applications. Strong analytical, communication, and stakeholder management skills with a keen interest in transitioning to Business Operations, Service Delivery, PMO, or HR Operations roles.
Skills & Expertise (29)
Work Experience
Technical and Business Analyst
Amdocs
Sep 2023 - Present
Supported telecom billing and CRM applications in a production environment. Managed incidents and service requests while ensuring adherence to defined SLAs. Collaborated with cross-functional teams to resolve operational issues and minimize business impact. Monitored applications using Splunk and Dynatrace to identify, analyze, and troubleshoot system issues. Performed operational analysis to identify recurring issues and support continuous process improvements. Prepared operational reports and maintained documentation for incident tracking and knowledge sharing. Coordinated with internal stakeholders to ensure timely resolution of customer-impacting issues. Assisted in change implementation and production deployments while maintaining service continuity. Supported business-critical applications with a focus on operational excellence and customer satisfaction. Contributed to process standardization and knowledge management initiatives.
Education
Bachelor of Computer Science (BCS)
2020 - 2023 · Afghanistan
Certifications
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Skills (29)
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