Pankaj Sagar

I am a Functional Analyst and Operations Specialist with 4+ years of experience in business analysis, IT service delivery, and PMO support. I specialize in requirements gathering, process mapping, SLA/KPI monitoring, and workflow automation.

At AT&T (Amdocs), I managed incident lifecycles using ServiceNow and Salesforce, built real-time SLA dashboards that reduced breaches by 18%, and created a knowledge repository that cut repeat issues by 25%.

Previously at Wipro (BTGS) I coordinated cloud order fulfilment and automation projects that achieved a 22% reduction in cycle times and improved SLA compliance. I routinely performed risk assessments, RCAs, and compliance checks to raise service quality.

I bridge business and technical teams to deliver measurable outcomes, support PMO reporting and governance, and continuously optimize operations through data-driven insights and stakeholder collaboration.