Nishchitha keshav

Business operations and service delivery professional

Bengaluru, India 2+ yrs exp 70 · Very Good

About

Business operations and service delivery professional with nearly 3 years of experience in enterprise technology services, covering operational analysis, KPI reporting, workflow coordination and process improvement. Applies Power BI, Excel and SQL to interpret performance trends, track actions and dependencies, improve reporting, standardise processes and progress service issues through closure.

Skills & Expertise

No skills listed yet

Work Experience

Representative, Data Analysis

Kyndryl

Feb 2024 - Apr 2026

Analysed operational KPIs, completion status and pending actions through Power BI, Excel and SQL, helping reduce overdue workflow items by 14% through earlier identification of performance gaps. Monitored workflow actions and dependencies across participating teams, increasing on time action closure from 89% to 95% through structured follow ups with accountable owners. Evaluated recurring workflow bottlenecks and delayed activities, coordinating actions that reduced repeat delivery delays. Resolved operational blockers by identifying the underlying dependency, confirming the required action and progressing unresolved issues across teams, shortening closure turnaround by 17%. Prepared KPI dashboards and management reports covering performance trends, completion status, outstanding actions and areas requiring follow up. Coordinated Product Owners, business stakeholders and internal teams around priorities, customer commitments and pending decisions so operational work progressed through clear ownership to closure. Clarified business requirements before execution by checking expected outcomes, dependencies and missing information, reducing the risk of incomplete work entering the operating workflow. Standardised SOPs, meeting records, status reports and knowledge resources to create consistent process documentation for recurring operating activities.

Technical Analyst

Kyndryl

Aug 2023 - Feb 2024

Resolved 4,000+ enterprise service requests while sustaining 98%+ Customer Satisfaction and consistently meeting SLA commitments across high volume customer operations. Prioritised incoming cases in ServiceNow by urgency, business effect and SLA exposure, sustaining a 96% SLA attainment rate and reducing aged open cases by 16%. Investigated recurring service issues through Root Cause Analysis, reducing repeat incident volume by 14% after corrective actions were progressed with the relevant teams. Escalated unresolved customer issues with clear context, ownership and follow up. Coordinated implementation activities across project, business and technical teams, lowering post implementation follow up issues by 20% through earlier requirement and deliverable checks. Validated deliverables and completion steps before implementation, checking requirements, outstanding actions and completion status before customer changes progressed. Documented SOPs, implementation procedures and knowledge articles, shortening resolution time for repeat request types by 11% through clearer reference material.