Gouripriya Kodam

Gouripriya Kodam

Business Operations Analyst
India
Telugu, English, Hindi
Full-time Hybrid

About Me

Business Operations Analyst with 2 years of experience in business reporting, workflow analysis, stakeholder coordination, SLA tracking, and process optimization. Skilled in translating business problems into actionable …

Experience

Associate Software Engineer – Business Operations Analysis

Tech Mahindra · Hyderabad, India
Dec 2023 - Jan 2026 · 2 years

<p>Built Power BI and ServiceNow dashboards after fragmented reporting made SLA performance difficult to track, giving Program Managers and Senior Business Analysts a single view that improved SLA compliance from 85% to 98%.</p><p> Investigated recurring SLA breaches using ServiceNow, SQL, and Excel identified incorrect assignment groups for high-priority incidents helping support teams route tickets correctly and reduce SLA breaches and priority resolution time to under 4 hours.</p><p> Turned backlog aging reports into actionable insights by identifying workflow bottlenecks and recurring delays, contributing to a 35% reduction in backlog and lowering average incident closure time to 2 days.</p><p> Converted recurring operational issues into business requirements by analyzing SLA breaches, backlog trends, and ticket routing patterns, then supported Senior Business Analysts during UAT to validate SAP process changes before release.</p><p> Replaced manual operational reporting with dashboards combining ServiceNow, SQL, and Excel data, helping business users review incident trends, backlog health, and SLA performance without consolidating multiple reports.</p><p> Connected incident trends, SLA breaches, and process gaps into operational insights that helped business teams prioritize fixes before they affected service delivery.</p>

Certifications

Google Cloud Certified Associate Data Practitioner

Google · Hyderabad , Telangana , India · 2025

Skills

Business Process Analysis Requirement Gathering Incident Analysis SLA Analysis Root Cause Analysis (RCA) Process Improvement Workflow Analysis Operational Reporting UAT Support Stakeholder Management Business Documentation IT Service Operations SLA Compliance Tracking Incident Triage Assignment Group Analysis Ticket Routing Backlog Analysis KPI Reporting Dashboard Development Operational Analytics Data Visualization Power BI SQL Microsoft Excel Google Sheets ServiceNow Jira Agile SharePoint Online
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