Three Chapters
I started on the phones in 2011 - night shifts in Mumbai, resolving internet faults for Australian customers. Over the next eleven years I worked my way through six organisations across Mumbai and Pune, covering every level of enterprise IT operations. I learned fast, took on more and kept moving.
The years that shaped me most were at TCS and Cerence. At TCS over three and a half years I took ownership of 10-12 P1s and 20-25 P2s every month. I redesigned a broken escalation workflow after identifying a gap nobody had documented - SLA breaches dropped by 10%. I trained four junior analysts, built governance frameworks and produced monthly trend analysis that changed how leadership made decisions. At the time I called it incident management. Looking back it was Business Analysis - requirements gathering, process redesign, stakeholder reporting, root cause analysis. I just did not have the title.
At Cerence I stepped into a faster, higher-stakes environment - an automotive software platform where production failures had real consequences. I brought the same instinct: find the pattern, map the process, fix the root cause. Repeat incidents dropped by 20%. I built KPI dashboards that gave management visibility they did not have before and facilitated cross-functional workshops translating technical findings into business language for senior stakeholders. That is when I realised something important - I am not just drawn to solving operational problems. I am drawn to understanding why they exist in the first place.
In 2022 I left a stable career, moved to Dublin alone and enrolled in an MSc in Business Analytics at Dublin Business School. To support myself through college I worked part-time as a bouncer - managing crowds, de-escalating tense situations, making fast decisions with incomplete information. The skills are more transferable than they sound. In May 2025 I graduated with First Class Honours - 72%. I was working the door on weekends and sitting finals on Mondays. That is the version of me that shows up to work every day.
Since October 2025 I have been at Accenture in Dublin - reviewing 150-200 operational cases daily for a global AI platform, facilitating weekly calibration sessions with 8 senior stakeholders and feeding structured analysis into platform improvement cycles.
What I am building toward is a Business Analyst career that bridges two worlds most candidates only know one side of. I have spent years inside the operations - on the bridge calls, in the incident rooms, at the point where processes either hold or break. Now with formal analytical training, live enterprise BA experience and ITIL 4 Strategist DPI certification I can translate between operational reality and business strategy. The gap between what a process looks like on paper and what it actually does in production - that is exactly where I want to work.
