ANURAG PANDEY
Ph. (+91) 7042577186, Email: anuragpandey2811@gmail.com, LinkedIn: https://www.linkedin.com/in/anurag-pandey-107624105/
EXPERIENCE SUMMARY
IT business analyst and an innovative strategist with a passion to build and lead high-performance teams. A trusted advisor to
senior management
Have over 5+ yrs. of experience with IT business operations, process management and business analysis to support large
enterprises with technology transformations, and consulting
Have expertise in leading and managing strategic business objectives for large global enterprises in IT corporate and government
affairs
Have good communication, inter-personnel, and leadership skills, have the ability to learn and adapt to changes quickly & work
in any environment with different toolsets
CORE COMPETENCIES
o Business Analysis o IT Operations Management
o IT Service Management o IT Process Management
o IT Compliance o Project, Vendor, and Stakeholder Management
PROFESSIONAL EXPERIENCE
TATA CONSULTANCY SERVICES, GURUGRAM, INDIA
Citizen Service Executive, July 2016 – till date
Client: Ministry of External Affairs (MEA), Govt. of India
Roles & Responsibilities
Requirement gathering from internal & external stakeholders
Transforming business requirements to functional specification and communicate to application development teams
Requirement gathering for the development of the portal and to interact with the developer for the development of the same
Managing documentation & to review test cases prepared by application development team
Managing Data Entry Activities and To suggest enhancement and improvement in the current system through detailed study of
the application and submit the report to application development team
To devise and implement plans, IT processes and strategies for better operations in the Branch offices
Managing the entire service operations, interacting with clients, resolving escalations
Managing site from scratch to sustenance phase
Prepare standard operating procedure (SOP) documents for IT operational activities and processes
Coordinate with the client regarding new requirements and helping them to integrate with the current system
Impart training or KTs to business users and system admins on processes, IT governance, and compliance
Anurag Pandey Contact: +91 7042577186
Coordinate with different teams such as change management, problem management, business management, etc. to ensure smooth
implementation and operation
Create and maintain manageable processes and documentation for all aspects of administration and development
Lead weekly status meeting and track teams to achieve on-time delivery of deliverables while sharing status with the clients
Facilitating the professionals primarily Company Secretaries, Chartered Accountants in their concern issues
Periodically MIS preparation and daily/weekly performance analysis
Testing, analyzing & reporting troubleshooting issues of application software to software team
STAR SPORTS, INDIA
Business Operations Executive- Intern, Apr 2015 – Jul 2015
Roles & Responsibilities
Looking after Banking transactions & interactive liaison with Bankers
Booking of expenses on actual and on accrual basis
Preparation of Trading a/c, Profit & Loss Account and Balance Sheet
Issuance of bills and booking of revenue thereof
Compilation of financial information for the Management
Interaction with the various agencies like, Income Tax, Sales Tax, Excise and Government departments
Administer access provisioning/de-provisioning of user application accounts using OIM 11g R1, AD, and 45 other applications
Responsible for IAM incident management within SLA
Transition new applications along with documenting processes and workflows
Identify, analyze and recommend solutions or service improvement plans helping to evolve existing business processes
EDUCATION
M.Com (IT) from Amity University – 2016
B.Com from Lucknow University – 2013
Intermediate (12th Std) from LPS Lucknow – 2010
High School (10th Std) from N.P.I.C Lucknow - 2008
ADDITIONAL SKILLS
CORE TECHNICAL SKILLS
Daily monitoring of operations, customer’s meets, feed back from customers for significant measure to enhance customer
satisfaction levels and service quality reviews
Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems and
security compliance
Testing, analyzing & reporting troubleshooting issues of application software to software team
Analyzing reasons to enhance service delivery model/malfunction and directing subordinates to rectify the defects
Briefing the team members about the benchmarked service level metrics, customer complaints, methods of resolution, their
performance, scope for improvements etc.
CORE MANAGEMENT SKILLS
Overseeing operations management and ensuring that customers issue are cleared within limited time frame
Monitoring service delivery mechanism and ensuring SLA compliance
Resolve and /or escalate customer queries and issues to concerned personnel
Manage shift roster of associates and ensure smooth job rotation
Directing team towards vendor management, cash management, and administrative issues
Managing expense within approved budgets of the branch/PSK
Anurag Pandey Contact: +91 7042577186
Briefing the team members about the benchmarked service level metrics, customer complaints, methods of resolution, their
performance, scope for improvements etc.
Feedback collection, analysis and suggesting improvements via SIPs
Handling escalated technical issues, undertaking effective measures for alleviating them
Anurag Pandey Contact: +91 7042577186
