New Delhi, Delhi, India
Senior Business Analyst and domain consultant with 15 years of experience working with manufacturing and automotive organizations on large-scale digital and business transformation initiatives, particularly across after-sales, field service, warranty, and customer experience. My work focuses on bridging business and technology teams by translating complex operational challenges into structured, executable digital programs. I have worked across enterprise transformations, service operations improvement, FSM and service platform initiatives, and data- and AI-enabled solutions, including GenAI and agentic AI use cases where they are relevant and feasible in enterprise environments. I have supported global organizations in execution-heavy contexts where data complexity, multiple business units, and real-world constraints are the norm. My strengths lie in problem structuring, stakeholder alignment, and driving clarity in programs where strategy often breaks down during execution, especially when introducing new digital or AI capabilities at scale. Alongside client and project work, I share practical insights on field service, after-sales, and digital and AI adoption in manufacturing through my website, smartserviceops.com, drawing from real project experience and a focus on what works in practice rather than theory.
• Led digital product and platform initiatives across after-sales and service operations, contributing to $50M+ in incremental service revenue through installed base and contract management programs. • Drove enterprise service initiatives improving asset uptime by ~15% via technician self-service and field enablement solutions. • Applied AI and GenAI in enterprise knowledge management to improve information discovery and service productivity across distributed teams. • Introduced digital twin capabilities for long-lifecycle assets, improving real-time visibility and responsiveness across complex service and asset environments.
• Supported large-scale quote-to-cash and service transformation programs, delivering ~40% cycle-time improvement and improved revenue realization. • Played a key role in COVID-era digital initiatives, enabling business continuity and safe return-to-work for large user bases. • Worked closely with global stakeholders and India delivery teams to translate business needs into executable digital solutions.
• Performed detailed business analysis across after-sales, field service, and warranty processes for manufacturing clients. • Conducted current-state assessments, stakeholder workshops, and requirement definition for enterprise service platforms. • Built strong foundations in problem structuring, process mapping, and cross-functional collaboration across IT and operations teams.
Worked with Site teams, contractors and Client to ensure completion of 1200MW gas based power plant
· Handled B2B sales of HT Transformers and Switchgears in Delhi NCR region · Managed end to end sales cycle from lead generation to tech-commecial discussions with client and product delivery · Maintained and monitored channel partners in Delhi region · Gathered competitor activity and client feedback to derive market intelligence and calibrate business plan