Summary
Overview
Work History
Education
Skills
Accomplishments
LANGUAGES
Timeline
Generic
KAMARIA Begum

KAMARIA Begum

Chennai

Summary

Highly experienced Business Analyst specializing in Business Continuity Management (DR & BCP Planning and execution). Proficient in Business Impact Analysis (BIA), devising and executing comprehensive disaster recovery plans, mitigating risks, and ensuring uninterrupted business operations in challenging environments. Skilled in leading cross-functional teams, conducting thorough risk assessments, and developing strategies to minimize downtime and data loss. Diligently stays informed about emerging technologies and regulatory requirements to safeguard organizational assets effectively. Looking to resume my professional career following maternity break and available to join immediately.

Overview

12
12
years of professional experience

Work History

Business Analyst

Morgan Stanley
07.2018 - 04.2020
  • Company Overview: https://www.morganstanley.com
  • Led Disaster Recovery & BCM governance, ensuring global adherence to policies and regulatory requirements; upheld high service standards for stakeholders.
  • BAU includes - Requirement gathering (BIA,RPO,RTO,RTA),Risk assessment, setting BCM objectives & recovery strategies, maintaining communication plans, testing & maintenance of DR & BCP procedures.
  • Directed end-to-end DR and Business Continuity Planning BCP tests across North American and European data centres, aligning closely with stakeholder requirements.
  • Negotiated agreements with diverse parties to support strategic plans.
  • Planned implementation of new organizational policies & coordinated strategic planning activities based on current data.
  • Measured compliance to existing policies & Drafted procedural statements and guidelines for company-wide use.
  • Documented and ensured readiness of technical recovery procedures for DR drills, effectively executing and monitoring them during events for close to 1500 Business critical applications.
  • Managed firmwide RNS Everbridge rapid notifications, enhancing organizational preparedness and information dissemination for readiness drills, covering all employees across the firm - 50K employees.
  • Enhanced operational resilience by providing IT Disaster Recovery support, improving vulnerability management across divisions.
  • Identified technological risks, addressing gaps and capitalizing on process improvement opportunities.
  • Reported DR progress and trends using QlikView dashboards, aiding in stakeholder risk management.
  • Facilitated scrums through Kanban board, engaging the stakeholders in comprehensive discussions on progress, and current challenges, and conducting scrum retrospectives to refine our approach further.
  • Designed and implemented a ServiceNow form, overseeing its SDLC from requirements to Production, enhancing team's operational efficiency.

Operations Team Leader

Tata Consultancy Services
06.2015 - 07.2018
  • Company Overview: https://www.tcs.com
  • Led the Identity Access Managers team for a multinational reinsurance client, GENRE General Reinsurance - Berkshire Hathaway Inc., overseeing operations across two onsite locations Stamford, CT, and Cologne, Germany and one offshore location in Chennai, India (Overall - 8 employees) in the Managed Services Model Improving efficiency and eliminating penalty & downtime, supervised daily operations, acting as a point of contact for any queries or obstacles.
  • Ensured adherence to SLAs for and oversaw user access provisioning and de-provisioning procedures, System and Service accounts, File server access management & Audit Support.
  • Crafted precise & SoW and established SoD guidelines and SOPs for the team.
  • Monitored & reviewed operational performance through quality assurance checks and maintained compliance with client-agreed service standards improving business strategy to maximise productivity.
  • Trained new hires and set up mentoring relationships to drive team performance.
  • Worked closely with management to manage staff levels and allocate resources for production plans.
  • Produced monthly reports to update staff and management on challenges and successes.
  • Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
  • Worked closely with the management team to identify and mitigate potential operational risks.
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Conducted thorough year-end reviews, tracking progress against performance improvement plans and evaluating individual performance to ensure alignment with organizational standards and objectives.

Operations Support Team Leader

Sutherland Global Services
08.2010 - 04.2011
  • Company Overview: https://www.sutherlandglobal.com
  • Provided end-to-end technical support for Norton Products within the Symantec Extended Horizon) developed expertise in Norton 360 Security products - thereby increasing sales, and facilitating efficient issue troubleshooting.
  • Established and diligently managed a comprehensive known error database KEDB to address frequently reported issues.
  • Developed a highly practical checklist for troubleshooting the most commonly occurring issues, streamlining the process to efficiently isolate and address problems.
  • Provided coaching to team members regarding emerging issues and conducted thorough reviews to ensure comprehension and proficiency.
  • Offered individualized feedback in one-on-one sessions following the monitoring of calls, email exchanges, and chat transcripts for team members.
  • Managed and motivated high-performing teams for successful KPI attainment, meeting performance targets and deliver operational excellence.
  • Tracked employee performance, assessed daily output and implemented corrective actions to close gaps and reduced attrition.
  • Facilitated improvements to existing processes and procedures by acting as positive catalyst for change in team leader role.
  • Updated staff on changes to internal policies and procedures for continued compliance and standardization.

Operations Team Leader

Foundever SITEL India Ltd
11.2007 - 08.2010
  • Company Overview: https://foundever.com/
  • Led the technical support team in delivering ISP support to the Canadian client BELL SYMPATICO, managing key performance indicators (KPIs) such as Average Handle Time (AHT), First Time Right (FTR), quality assurance, agent staffing , regular and emergency leave planning, attrition tracking etc. for a 15 member team.
  • Provided comprehensive user support for resolving ISP-related issues via phone, chat, and email, adeptly addressing a wide range of challenges with modems, routers, VPNs, wireless connections, Email clients, remote desktops etc.
  • Provided the newly onboarded team members with tailored voice and accent training, coupled with technical troubleshooting instruction, to ensure clear communication and minimize any influence from their mother tongue during customer interactions.
  • Supervised daily operations, acting as a SPOC for any queries or obstacles.
  • Analysed operations data to identify process gaps and successfully implement change , Developed, recommended and implemented strategies to improve agent work quality and speed.
  • Produced monthly reports to update management on challenges and successes.
  • Updated agents on changes to internal policies and procedures for continued compliance and standardization.
  • Maintained team-oriented atmosphere with open communication and quick conflict resolution.
  • Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive the team's development.

Education

Bachelor's Degree - Computer Science

Pondicherry University
Puducherry, India
04-2006

Skills

  • Active Directory
  • Agile / Waterfall methodologies
  • Analytical thinking
  • Attention to detail
  • BMC Remedy
  • Business case validation
  • Business Continuity
  • Business Impact Analysis
  • Business Process Modelling / Mapping
  • Business requirements gathering
  • Business Risk Management
  • Change Management
  • Client relationship management
  • Crisis Management
  • Cutover
  • Data visualization & analysis
  • Decision-making
  • Disaster Recovery
  • Employee management
  • Forecasting and planning
  • FUSION RM
  • Gap analysis
  • Identity & Access Management
  • Incident Management
  • ITIL
  • Jira
  • Kanban
  • KPI tracking
  • LDAP
  • Leadership skills
  • Ms office suite
  • MS Visio
  • Multitasking and organization
  • Negotiation skills
  • Pivot tables
  • Problem Management
  • Problem-Solving
  • Process Improvement
  • Process optimization
  • Project Management
  • QlikView
  • Quality Assurance
  • Release planning
  • Remote Desktop
  • Reporting Tools
  • Requirements gathering
  • Risk assessment
  • RNS Everbridge
  • RPO / RTO / RTA
  • Salesforce
  • Scope and project definition
  • Scrum
  • Sdlc
  • Service Desk
  • ServiceNow
  • SharePoint
  • Staff management
  • Stakeholder engagement
  • Strategic planning
  • Systems analysis
  • Team collaboration
  • Time management
  • User acceptance testing
  • Verbal and written communication
  • Workflow Analysis & optimization

Accomplishments

  • Achieved 98% yearly audit compliance by completing the necessary critical application testing and capturing the test results with accuracy and efficiency.

LANGUAGES

English - Native
Tamil - Native

Timeline

Business Analyst

Morgan Stanley
07.2018 - 04.2020

Operations Team Leader

Tata Consultancy Services
06.2015 - 07.2018

Operations Support Team Leader

Sutherland Global Services
08.2010 - 04.2011

Operations Team Leader

Foundever SITEL India Ltd
11.2007 - 08.2010

Bachelor's Degree - Computer Science

Pondicherry University

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KAMARIA Begum