SAIKIRAN BUVANAGIRI
IT Analyst
About
IT Analyst and Business Analyst with around 10 years of experience across business analysis, process automation, team coordination, application support, quality operations, and technical and customer support. Experience includes requirement gathering, process understanding, stakeholder coordination, incident and change request management, SLA tracking, automation support, Agile delivery, and working with international customers and stakeholders. Most recently worked as an IT Analyst on the Tata Steel project with responsibilities spanning Business Analysis and Team Lead activities.
Skills & Expertise (18)
Work Experience
IT Analyst
Tata Consultancy Services (TCS)
Mar 2023 - Present
Worked as an IT Analyst with responsibilities covering Business Analysis and Team Lead activities. Supported Marketing and Sales business functions across multiple applications and automation processes, including EL, EA and DIU Automation. Gathered requirements from business users, understood existing processes, and communicated requirements to technical and automation teams. Supported automation of Marketing and Sales processes, including downloading and processing reports from SAP. Raised and managed incident and request tickets for BOT-related issues reported by business users and the SMG team. Assigned tickets to team members, tracked progress, and ensured issues were resolved and closed within agreed SLA. Captured business requirements and raised Change Requests through Jile. Coordinated with business stakeholders to obtain approvals and sign-offs for Product Design documents. Acted as a link between business users, technical teams, automation developers, and support teams. Assigned daily tasks, monitored team progress and workload, and reported delivery issues, skill gaps, and training requirements to management. Supported team members in understanding business requirements and resolving process-related issues. Supported migration of BOTs from Automation Anywhere Version 11 to Automation Anywhere 360, including testing, issue tracking, and coordination.
Business Analyst
Tata Consultancy Services (TCS) / Teamware Solutions
Jan 2022 - Sep 2022
Supported business requirements and coordination with UK customers and stakeholders. Collected business requirements from Subject Matter Experts and business users and worked with international stakeholders to understand their needs. Prepared Product Design Documents based on business requirements and process flows. Worked with business and technical teams to understand product requirements and support the development process. Worked in an Agile environment and used JIRA to track project activities and progress. Participated in Agile meetings and team discussions. Arranged process demonstration sessions with SMEs and the development team. Supported the development team by providing SIT approvals and required test data. Reviewed Change Requests received from the business and added them to the required documentation. Worked closely with UK business stakeholders and IT teams during the product development process.
Quality Specialist
Amazon Development Centre India Pvt. Ltd.
Aug 2019 - Jan 2022
Worked in the Last Mile Analytics and Quality team, supporting geographical coding and mapping activities. Checked differences between actual customer addresses and scan locations of delivery orders. Corrected delivery location data to street or door-level locations where required. Corrected inaccurate latitude and longitude information for customer addresses. Completed daily targets while maintaining weekly quality scores above 94%. Audited files completed by auditors and machine learning systems. Prepared quality reports based on audit results and shared them with management. Conducted process knowledge tests for average and low-performing associates.
Business Operations Associate
Accenture Solutions Pvt. Ltd.
Feb 2017 - May 2019
Provided customer support through live chat and calls to Google Project Fi customers in the United States. Handled network, product, technical, and billing-related customer issues. Investigated customer problems, provided solutions, and escalated unresolved technical and product issues to higher-level support teams. Handled billing issues including refunds and bill adjustments. Maintained an average monthly customer survey score of 95%. Received the Top Overall Performer award. Worked as a floor walker for two nesting batches of new employees and supported employees during training and nesting.
Customer Service Representative
Sykes Business India Pvt. Ltd.
Jan 2016 - Jan 2017
Provided technical support to Motorola customers in the USA through chat support. Understood customer concerns and provided information related to products and services. Collected customer information and analyzed issues to identify suitable solutions. Researched available resources to resolve customer queries. Maintained a monthly customer satisfaction score of 94%.
Education
Bachelor of Engineering - Aurora's Technological and Research Institute
2011 - 2015 · Afghanistan
Certifications
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Skills (18)
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