Senior Product Analyst
Google Operations Center
Optimise processes to improve efficiency while ensuring SLA adherence and service quality.
PRODUCT · OPERATIONS · TECHNICAL SUPPORT
Senior Analyst · Product Operations · Technical Support
Senior Analyst with 4+ years of experience across customer support, product operations and technical support. I specialise in process optimisation, automation, documentation, problem-solving and cross-functional execution — turning operational friction into clearer, more scalable ways of working.
Shivam PainulySenior AnalystProduct Operations · Technical Support
Google Operations CenterCURRENT COMPANY
4+Years of experience
0%Manual effort reduction
0%Support ticket reduction
0Automation / improvement stories
SLADriven operations
WHAT I DO
I turn operational complexity into clearer systems and better customer outcomes.
I work across product operations, customer support, quality and technical stakeholders. My work includes workflow analysis, requirements, SOPs, BRDs, process flows, escalations, KPI monitoring and process optimisation.
I also bring hands-on technical support experience from infrastructure operations and customer-facing environments. The common thread is simple: understand the problem, make the process clearer, and improve how the work gets done.
EXPERIENCEOct 2023 – Present Jan 2023 – Oct 2023
Oct 2022 – Jan 2023
A career built around solving operational problems.
Tech Process Associate – Infrastructure
Cognizant
Managed Windows Active Directory, user accounts, group policies, IAM and domain services.
Customer Support Associate
Amazon
Answered product and service questions and identified appropriate customer solutions.
SELECTED WORK
Problems, systems and improvements.
01 · Automation
↳ 7% reduction in manual effort.Customer Concern Automation
Repeatable customer concerns required manual handling.
02 · Automation
↳ 9% decrease in support ticket volume.Net-Zero Reconciliation
False-positive system triggers were creating unnecessary support work.
03 · Workflow Optimisation
↳ More efficient and consistent automated routing.Chatbot Decision Logic
Customer journeys depended on complex chatbot decision paths.
04 · Process Design
↳ More repeatable execution and easier onboarding.Knowledge & SOP System
Operational procedures needed consistent execution across teams and new joiners.
LET'S CONNECT
Have a problem worth solving?
Whether you're hiring for product operations, customer support, technical support or an adjacent role, I'd be happy to discuss the problem your team is solving.