Nikesh Reddy

Collaborate with cross-functional stakeholders to gather and refine business requirements and translate them into user stories and functional specifications using Jira and Confluence. Facilitate Agile ceremonies such as sprint planning and backlog grooming to align product, engineering, and QA. Analyze telecom OSS/BSS business processes, identify gaps, and recommend workflow improvements. Support UAT coordination and use SQL/Python plus Excel for basic data analysis and reporting support.

Gather and document business and functional requirements for SaaS-based telecom solutions, including BRDs, FRDs, and user stories. Perform gap and impact analysis for enhancements and create process mappings and workflow diagrams to improve process visibility. Work with development and QA across Agile sprints to improve requirement traceability and reduce defects. Plan and support UAT, track defects in Jira, and build KPI dashboards using Excel, Power BI, and Tableau.

Handle incident and problem tickets in ServiceNow to maintain SLA compliance and timely resolutions. Provide application and production support for telecom systems, performing root cause analysis to prevent repeat issues. Monitor system performance to identify potential failures and reduce downtime. Escalate critical cases with technical teams, coordinate resolutions, and maintain documentation of issues, fixes, and support workflows.

Worked with product owners and operations teams to document order lifecycle issues and review OSS/BSS workflows. Coordinated user testing, tracked defects in Jira, and followed up with technical teams to support timely releases. Focused on reducing order processing effort while improving processing time and minimizing post-release issues.

Developed a Power BI dashboard for telecom support operations using ticket volume, resolution time, and SLA-related data. Validated the underlying support data using SQL and Excel and identified recurring patterns to improve tracking. Used insights from the dashboard to reduce repeated issues and streamline recurring reporting work.