Focused Data Analysis ITSM & Incident Lifecycle Management Cross-F

MANISHA KAUL

716-***-**** ***********.****@*****.*** Bound Brook, NJ 08805 Linkedin.com/in/manisha-kaul-4a06a597 Data Analysis ITSM Management Business Intelligence Major Incident Management ITIL Framework Data Validation Drives performance improvements across data-rich environments by identifying system inefficiencies, streamlining service processes, and enhancing reporting clarity. Builds alignment between technical teams and business functions through structured analysis, clear communication, and operational oversight. Facilitates faster resolution cycles and more reliable service delivery by introducing structured frameworks, supporting decision-making with actionable insights, and reinforcing best practices across teams. Supports end-to-end service initiatives and technology rollouts with a focus on clarity, continuity, and measurable impact.

Key Skills: Root Cause Analysis (RCA), Incident Trend Analysis, Reporting Automation, Automation Triggers for Ticketing, Operational Readiness Planning, SLA Monitoring & Compliance, User Experience Optimization, Business Requirements Gathering, Stakeholder Reporting & Insights Translation, Process Improvement through Data Insights, Data Visualization & Storytelling, Product Lifecycle Support, Cross-Functional Team Collaboration, Feature Prioritization & Feedback Integration

Tools and Technology: Salesforce CRM, SQL, Tableau, Excel, Python PROFESSIONAL EXPERIENCE

Senior Associate Commercial Excellence, Axtria 07/2023 – Present Led user acceptance testing (UAT) for a new analytics tool by liaising with multiple vendors, guiding internal teams, and integrating the tool into existing operations in the absence of direct project management oversight. Supported executive reporting needs by presenting analytics outcomes to client directors and aligning strategic insights with field execution goals. Business Intelligence & Reporting

Enhanced report usability and user engagement by implementing glossary notes within field-facing dashboards, reducing client support queries and increasing adoption across sales teams.

Delivered data-driven business recommendations leading to a 10% improvement in forecasting accuracy and campaign effectiveness by aligning KPI benchmarks with market intelligence and sales attainment patterns.

Supported strategic decision-making for product launches and workforce allocation by analyzing IQVIA demand/supply data and advising on regional deployment and budgeting based on commercial performance insights.

Contributed to a 15% increase in client satisfaction (CSAT) scores by streamlining data delivery, enhancing user experience, and embedding user feedback into iterative platform improvements. Data Analysis & Automation

Improved sales data consistency by initiating root cause analysis of discrepancies across market sources, collaborating with infrastructure teams, and integrating a manual feedback loop into an automated system within the Salesforce-based CRM tool.

Increased accuracy in quota-setting and payroll reporting by implementing validation models using Excel with advanced macros and Power Query, aligning outputs with predefined business rules.

Reduced manual data reversal handling and improved SLA adherence by creating a structured Excel-based request intake form, enabling automated ingestion and seamless integration into backend systems.

Improved request management efficiency by standardizing post-sprint correction workflows and introducing two dedicated request windows per quarter, cutting resolution time and minimizing oversight.

Maintained data governance and compliance standards by routinely conducting end-of-sprint quality audits, identifying anomalies, and coordinating correction efforts before external release. Stakeholder & Project Management, & Training

Optimized commercial data operations for a major U.S. pharmaceutical client by serving as the single point of contact between cross-functional business units and a global implementation team of data engineers and scientists.

Ensured the timely and accurate delivery of 8 consecutive quarterly reports by creating milestone-driven project plans and shortening delivery cycles through process familiarity and improved stakeholder coordination.

Reinforced knowledge retention and process continuity by delivering structured knowledge transfer sessions to incoming analysts and peers, emphasizing domain-specific operations and data validation workflows. Service Management Process Expert, Tata Consultancy Services (TCS) 07/2018 – 07/2022 Drove operational continuity across 21 availability zones and 34,000 services by managing cross-functional teams across shifts and geographies, and providing escalation oversight during business-critical outages. Navigated multi-vendor coordination challenges by serving as the primary escalation lead during complex outages, ensuring swift resolution and client satisfaction. Incident & Problem Management

Improved incident response efficiency across a hybrid cloud infrastructure by leading end-to-end coordination of major outages for over 300 global enterprise clients, ensuring SLA compliance and minimizing business disruption.

Minimized time-to-resolution for major incidents by transitioning manual approval and reporting workflows into standardized ITSM tools, accelerating recovery cycles from 2 days to under 8 hours for high-priority events.

Improved strategic communication during high-severity incidents by creating war room protocols, executive brief templates, and post-incident RCA frameworks, enhancing transparency and decision-making for clients.

Strengthened governance across ITIL-aligned processes, including incident, change, and problem management, by standardizing escalation matrices and maintaining documentation for business rule enforcement. Automation, Monitoring, & Knowledge Management

Achieved a 27% increase in proactive incident detection by integrating monitoring thresholds with automation triggers, enabling AI-based auto-ticketing through ServiceNow and reducing manual effort.

Enhanced operational readiness by introducing continuous monitoring through tools like ThousandEyes, enabling early detection of performance degradation across compute, network, and access services.

Directed knowledge sharing and upskilling initiatives by developing ITSM FAQs, onboarding manuals, and cross-functional learning sessions to promote global team alignment and onboarding efficiency.

Created a scalable knowledge repository and reporting template system to standardize incident intake, client communication, and reporting consistency across multiple international contracts. Previous Experience: Associate consultant ITIL, Wipro, 04/2013 – 06/2018 EDUCATION & CERTIFICATIONS

Master of Science, Management Information Systems, University at Buffalo, The State University Of New York 06/2023 STEM Designated,3.87 GPA, June 2023

Bachelor of Technology, Computer Science and Engineering, Maharshi Dayanand University 05/2012 CERTIFICATIONS: Professional Scrum Master I (PSM I), Microsoft Certified Azure Fundamentals, BCS SIAM™ Professional (SIAMP), Axelos ITIL v3 Foundation Certificate in ITSM, AWS Certified Cloud Practitioner. Manisha Kaul Resume Page 02 716-***-**** ***********.****@*****.*** Linkedin.com/in/manisha-kaul-4a06a597

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