Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shakila Ram

Shakila Ram

Shah Alam

Summary

Driven Business Analyst ready to leverage business knowledge and project management strengths to enact lasting and successful changes to company culture and operational practices. Insightful and driven professional with forward-thinking mentality. Skilled professional with 5-year background in management and organizational assessments. Proven skill in transforming and revitalizing strategies using available systems and modern approaches. Specializes in Business Analyst and Web Testing.

Overview

14
14
years of professional experience

Work History

Business Analyst

AVENTRA
07.2024 - Current
  • Primarily responsible for planning, organizing and leading tasks and projects to ensure the quality of client deliverables
  • Act as single point of contact for both internal and external parties to ensure smooth and consistent communication flow
  • Responsible for managing scope, cost, schedule, resources and project deliverables
  • Assist with projects that include strategy development, requirements definition, business process improvement, stakeholder involvement, change management, quality assurance, user training, and testing
  • Provide direction for project team, ensuring project scope is completed with high quality on schedule and within the budget
  • Identify and manage project risk to minimize impact to project timeline, quality of deliverables and costs
  • Experience with managing the Quality Assurance processes for software implementations
  • Generate documentation like FRD, BRD, Solution Proposal, Timeline, Resources
  • Maintaining and expanding client relationships through delivery of solution based high quality work
  • Define & develop modular user stories and create acceptance criteria based on the rapid analysis and decomposition of complex business information
  • To do analyze the module before proceeding to have a meeting with the client
  • Understand the end-to-end flow and current functionality works in QA environments
  • Briefing QA and Technical team on requirement process flow and review the QA test case for all possible scenarios for the item
  • Ensure QA pass all the scenarios before the UAT
  • Experienced in application testing on Mobile App, Web Portal, Cross Browser testing
  • Performed Test Case Design from the client requirements and specifications
  • Perform Regression Test, Smoke Test, SIT, UAT
  • Should not have an issue that is easily spotted by the user
  • Proactively update to lead via email on if there will be any delay in deliverables, showstopper or block
  • Update lead if the deliverables are not aligned with the CR document
  • Proactively follow up with the technical team on the fixes
  • Follow AGILE way such as Daily’s, sprint planning, sprint grooming, retrospective
  • Having PM weekly/Bi-weekly meeting to involve task completed, on-going and follow up items as well escalations if any
  • Able to explain the current production critical issue and required management attention
  • Ensure the deliverable meeting the timeline
  • Setup regular meeting with Technical and QA if needed
  • Responding to the client immediately
  • All contracts or change requests documents must send to legal review and approve
  • Follow up closely change request sign off and UAT completion report
  • Preparing High Level Design Document for API’s & Integrations
  • Interact with the finance team for invoice billing
  • Follow up if any overdue payment
  • Monitor contract expiry date if renewal is needed.

Business Analyst

DIGITAS
08.2023 - 04.2024
  • Manage Product Backlog along with the product owner to achieve and maintain targeted business objectives
  • Define & develop modular user stories and create acceptance criteria based on the rapid analysis and decomposition of complex business information
  • Define the functional and business requirements as per the business needs
  • Perform, evaluate and communicate product/system’s development & quality assurance
  • Define reporting & communicate awareness of requirements which promote increased efficiency and productivity
  • Own and develop a relationship with partners, working with them to optimize and enhance our integration
  • Help design, document, and maintain system processes
  • Report on common sources of technical issues or questions and make recommendations to the product team
  • Communicate key insights and findings to the product team
  • Responsible to identify and carefully consider which activities will produce the most business value
  • Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
  • Work with internal teams on performing analysis and generating requirements, evaluate the feasibility and technical alternatives, prioritize, and generate a deliverable
  • Basic knowledge of AEM tool > specially used to develop websites
  • Wireframes design
  • Power BI reporting testing design and data dashboard
  • Able to estimate, prioritize, plan, and coordinate quality testing activities
  • Experience working in Agile/Scrum development process and Devops mode of testing
  • Knowledge of QA methodologies.

Business Analyst / Web Testing

Petronas Digital SDN BHD
07.2022 - 08.2023
  • Gather and analyze business/product requirements translate them into technical design or specifications
  • Basic knowledge of AEM tool > specially used to develop websites
  • Wireframes design
  • Collaborate with the development team to ensure business requirements are met
  • Review existing processes and workflows to provide recommendations or improvements
  • Prepare user stories with necessary Agile Scrum framework
  • Clearly articulate documents business requirements
  • Work with the IT team to ensure projects are delivered as per agreed time frames
  • Responsible for monitoring and analyzing UAT, Go Live and support issues tracker with the aim of identifying and alerting the delivery head of potential risks
  • Gather information from meetings with relevant stakeholders for strategic decision-making
  • To schedule and run review programs for various businesses with the business leader and provide visibility on the process performance
  • Participate in transitioning the requirements and use cases to the developers to assist developers to have a good understanding of the requirements
  • Serve as a liaison between the developers and the business users
  • Experienced in Web testing
  • Power BI reporting testing design and data dashboard
  • Able to estimate, prioritize, plan, and coordinate quality testing activities
  • Experience working in Agile/Scrum development process and Devops mode of testing
  • Knowledge of QA methodologies
  • Monitor debugging process results, documents thoroughly and track bugs
  • Good experience in regression testing when needed and able to provide timely feedback
  • Experienced in test process and management tools like Jira, Confluence, Azure
  • Collaborate with the product manager on roadmap planning and prioritization
  • Writing up the final QA and test procedures for the quality for the quality technicians
  • Preparing test reports for management
  • Assist with project management for selected projects
  • Coordinate with different departmental teams to produce better business outcomes
  • Create reports, dashboards, and visualizations to understand business performance
  • Analyze process issues and bottlenecks and make improvements
  • Communicate and validate requirements with relevant stakeholders.

Application Monitoring/ Level 3 Incident Engineer

IBM Malaysia Sdn Bhd
11.2019 - 03.2021
  • Monitor real-time data and alerts to identify and respond to performance degradation or system failures.
  • Work with teams to resolve performance incidents, ensuring root cause analysis (RCA) and timely incident resolution.
  • Dynatrace Monitoring Specialist, responsible for configuring, maintaining, and optimizing the monitoring infrastructure using Dynatrace to ensure application performance, availability, and reliability.
  • Provided round-the-clock support for high-priority incidents, ensuring minimal disruption to business operations.
  • Analyzed historical data to predict future trends and develop strategies for preventing potential system outages or performance bottlenecks.
  • Maintained up-to-date documentation on network infrastructure, facilitating easier troubleshooting during incidents.
  • Reduced downtime incidents for critical applications through proactive monitoring and timely issue resolution.
  • Enhanced system performance by optimizing monitoring configurations and implementing advanced diagnostic tools.
  • Streamlined communication between IT teams by creating comprehensive incident reports, leading to faster problem solving.
  • Assisted in capacity planning efforts by providing accurate data on resource utilization trends over time.
  • Participated in regular training sessions to stay current on industry best practices and emerging tools, ensuring continuous improvement of monitoring capabilities.
  • Established robust alerting mechanisms using customizable thresholds, allowing quick response to emerging issues before they escalate into critical problems.
  • Analyzed and interpreted data to identify trends and recommend improvements.


Business Analyst

IBM Malaysia Sdn Bhd
02.2019 - 10.2019
  • Gather and analyze business/product requirements translate them into technical design or specifications
  • Collaborate with the development team to ensure business requirements are met
  • Review existing processes and workflows to provide recommendations or improvements
  • Prepare user stories with necessary Agile Scrum framework
  • Involve in the system integration testing phase prior to implementation
  • Clearly articulate documents business requirements
  • Work with the IT team to ensure projects are delivered as per agreed time frames
  • Responsible for monitoring and analyzing UAT, Go Live and support issues tracker with the aim of identifying and alerting the delivery head of potential risks
  • Gather information from meetings with relevant stakeholders for strategic decision-making
  • To schedule and run review programs for various businesses with the business leader and provide visibility on the process performance
  • Participate in transitioning the requirements and use cases to the developers to assist developers to have a good understanding of the requirements
  • Serve as a liaison between the developers and the business users.

Ticket Management Analyst

AIG Global Services (M) Sdn Bhd
03.2013 - 06.2016
  • Accept a ticket
  • Update 'AWAITING' STATUS and work notes
  • Reassign a ticket to another resolver group
  • To update the resolution on the ticket
  • Quality checking
  • All open tickets must be monitored and updated frequently
  • Total number of reassignments will be tracked and reported
  • Determine if the ticket breached SLA
  • Every ticket must be touched within 24 hours
  • Ticket reassignments should be avoided and, when needed, take place promptly
  • If the ticket needs to be reassigned, there must be a WARM hand-off to the new group
  • All open tickets must be monitored and updated frequently
  • Call the customer if there are any queries or incomplete fields on the ticket
  • Monitoring improperly closing and re-opening of tickets
  • Handling Ticket Management Review Meetings
  • Handling meetings on how to improve the Service Now ticketing tool
  • Sending out reports for breach tickets and unassigned tickets within 24 hours
  • Assignment groups cleanups
  • Updating the manager and organizational hierarchy in Service Now
  • Handling process and policy meetings as well preparing reports.

IT Helpdesk (Senior Executive)

AIG Global Services Cyberjaya
03.2013 - 06.2016
  • Provide IT support to an infrastructure over the phone, from software installation/configuration to network connectivity
  • Perform password resets for several number of applications even voicemail
  • Troubleshoot on Remediation Tunnel issue, Safeboot, Mainframe, assisting users on Outlook and Lotus Notes issues
  • Escalate a ticket to a resolving group, incident management, Emails, Support based on Information Technology Infrastructure
  • Performing escalations for breach tickets and informing team leads to make sure the ticket is handled in a manner
  • Ensure the ticket is handled by the resolver group within 24 hours SLA
  • Ensure that all the information in the ticket is updated for the resolver group to assist further
  • Apply 3 strike rules for the tickets which are pending under the queue
  • Ensure the customer has confirmed their issue has been resolved to their satisfaction
  • Discuss about ticket management process with the team leads and way to improve it
  • ITIL Foundation Certified
  • HDI certified
  • Has basic knowledge of Service now and ITSM
  • Capability of multitasking
  • Handling calls, emails, and tickets together
  • Capable of working extra mile when required.

IT Helpdesk (Junior Executive)

CSC Malaysia Sdn Bhd
10.2010 - 11.2011
  • Provide IT support to an infrastructure over the phone, from software installation/configuration to network connectivity
  • Perform password resets for several number of applications even voicemail
  • Troubleshoot on Remediation Tunnel issue, Safeboot, Mainframe, assisting users on Outlook and Lotus Notes issues
  • Performing escalations for breach tickets and informing team leads to make sure the ticket is handled in a manner
  • Contacting resolver group for those tickets that have been breached
  • Ensure the ticket is handled by the resolver group within 24 hours SLA
  • Ensure the customer has confirmed their issue has been resolved to their satisfaction.

Education

Diploma in Business Studies/Administration/Management -

SEGi College

Skills

  • HDI Certified
  • Microsoft excel intermediate
  • Requirements gathering
  • Market analysis
  • Strategic decision-making
  • Data interpretation
  • Project coordination
  • Technical writing
  • Requirement gathering
  • Customer needs analysis
  • Process development
  • User acceptance testing
  • Agile methodologies
  • Jira
  • Superb communication skills
  • Product management
  • Testing process efficiency
  • Knowledge of black-box testing
  • Effective user acceptance testing
  • Mobile application testing
  • Defect identification and management
  • Scrum frameworks
  • Bug tracking efficiency
  • Experience with devops tools

Languages

Tamil
First Language
Tamil
Proficient
C2
Malay
Upper Intermediate
B2
English
Proficient
C2

Timeline

Business Analyst

AVENTRA
07.2024 - Current

Business Analyst

DIGITAS
08.2023 - 04.2024

Business Analyst / Web Testing

Petronas Digital SDN BHD
07.2022 - 08.2023

Application Monitoring/ Level 3 Incident Engineer

IBM Malaysia Sdn Bhd
11.2019 - 03.2021

Business Analyst

IBM Malaysia Sdn Bhd
02.2019 - 10.2019

Ticket Management Analyst

AIG Global Services (M) Sdn Bhd
03.2013 - 06.2016

IT Helpdesk (Senior Executive)

AIG Global Services Cyberjaya
03.2013 - 06.2016

IT Helpdesk (Junior Executive)

CSC Malaysia Sdn Bhd
10.2010 - 11.2011

Diploma in Business Studies/Administration/Management -

SEGi College

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Shakila Ram