Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Shikha Dhawan

Toronto,Canada

Summary

IT professional with 14 years of experience leading teams to optimize processes and implement strategic solutions. Expertise in project management, data analysis, and stakeholder engagement. Proven ability to drive change, enhance profitability, and improve customer satisfaction across various platforms.

Overview

18
18
years of professional experience
5
5

Certifications

Work History

Condominium Manager

Del Property Management
04.2025 - Current
  • Oversaw daily operations to ensure compliance with property regulations and community standards.
  • Developed maintenance schedules to enhance property appearance and functionality.
  • Managed vendor relationships, negotiating service contracts while maintaining quality and cost-effectiveness.
  • Trained staff on best practices in property management and customer service.
  • Established preventive maintenance plans to minimize breakdowns and extend equipment lifespan.
  • Ensured legal compliance by staying updated on legislation affecting condominium management.
  • Implemented policies and procedures to uphold properties to highest standards.

Business Analyst

Dawn Consultancy Services
11.2022 - 04.2024
  • Managed product backlog while aligning with business objectives through stakeholder collaboration.
  • Facilitated sprint planning and reviews in Agile settings, ensuring timely delivery of key features.
  • Oversaw execution and closure of multiple projects while tracking performance metrics.
  • Collaborated with engineering to address technical challenges and align strategies with product goals.
  • Monitored project budgets for USD 5MN, focusing on cost optimization and compliance.
  • Achieved 10% cost savings via efficient resource allocation and financial oversight.
  • Delivered compliance reports to senior leadership to ensure transparency.
  • Coordinated with cross-functional IT teams to uphold system quality and resource control.
  • Conducted post-project evaluations to capture lessons learned for future improvements.

Business Consultant

Tech Mahindra Limited
02.2022 - 11.2022
  • Migrated from legacy ITSM (Expedio SM) to Servicenow ITSM.
  • Developed and managed project schedules and deliverables with Product Owner for global sales automation.
  • Oversaw scope, deliverables, and interdependencies throughout project lifecycle.
  • Collaborated with project sponsor, product owner, and operations for timely project delivery.
  • Managed cross-functional teams using IT methodologies to ensure on-time project completion.
  • Set accountabilities with development, operations, and stakeholders to manage expectations.
  • Created project plans, RAID registers, status reports, and dashboards.
  • Developed business requirement documents (BRDs) and functional specification documents (FSDs).
  • Led pre-UAT sessions to ensure quality deliverables and participated in QA sessions.
  • Formulated strategies aligning technology initiatives with client objectives for growth.

Sr. Project Manager

Bharti Airtel Ltd
07.2015 - 10.2019
  • Project: Sales & Distribution IT automation (eCAF, Promoters KPIs automation, Revenue leakage, Pre-paid and post-paid provisioning, Mobile retailer app, LAPU and MAMO integration), pre-paid outbound Call centre transformation
  • Own and manage the product backlog one of the largest retailer app that has currently 1.5Mn users, doing almost 200Mn monthly transactions.
  • Work closely with cross-functional teams (engineering, design, QA) in sprint planning, backlog grooming, and reviews to ensure smooth delivery of high-priority features.
  • Managed business and operational readiness in partnership with IT Ops, NW Ops, including operations, marketing and sales to ensure the glitch free go-live and continued great customer experience
  • Lead backlog refinement sessions, breaking down complex epics into actionable user stories, reducing sprint cycle time by 20%.
  • Over the project’s lifecycle, continuously refined and re-prioritized features based on feedback and customer experience.
  • Spearheaded the successful launch of multiple major product updates, improving overall product adoption by 25%.

Business Analyst

IBM India
05.2011 - 06.2014
  • Project: B2B BI & Data Warehouse (ETL processes, DW integration of applications like Metalsov M6, CRM sales, RAS, FX, i2BB, Mediation, Charging system, NMS, Cognos reporting)
  • Conducted business requirements analysis with external clients using stakeholder interviews and focus groups to define scope.
  • Established stakeholder registry, performed gap analysis and presented business case to sponsoring partners.
  • Built consensus to provide a product to offer corporate and marketing managers with real-time actionable insight information
  • Participation in quality assurance meetings before UAT.
  • L1 support, issues analysis and resolution

Process Designer

Tech Mahindra Limited
06.2007 - 02.2011
  • Project: Openreach MPF & SMPF LLU (OSS applications SNAP, PACS), Spares Management.
  • Conducted onsite workshops for Due Diligence, Discovery, System Transformation on OSS stack.
  • Served as offshore Process Lead in Process Design, coordinating onsite-offshore AGILE team.
  • Ensured compliance with ITILv2 processes.
  • Defined business requirements, user stories, process scenarios, and journeys mapped to e-tom framework.
  • Collaborated with Product Managers to define business rules and customer offerings.

Education

PGDTM -

Symbiosis Institute of Telecom Management

B.Tech - undefined

Punjab Technical University

Skills

  • Project Management Tools (Agile, Waterfall, Jira, Microsoft Project)
  • Business Analysis Tools (Microsoft Visio, Confluence)
  • AODA Trained
  • Data Analysis Tools (Tableau, Power BI, Cognos, Excel)
  • Process Design Tools (Aris, Visio)
  • Other Tools (MS Office Suite, SharePoint)
  • Agile & Scrum methodology
  • Product Backlog Management
  • User Story Creation & Refinement
  • Project Management
  • Business Analysis
  • Budget Management
  • Stakeholder management

Certification

  • PMP
  • Certified Business Analysis Professional (CBAP) 2024
  • Certified ScrumMaster (CSM) 2022
  • Certified awareness training in Accessibility for Ontarians with Disability Act (AODA) 2024
  • Certified WHMIS 2015 with GHS (WHMIS) 2024
  • Certified in Mental Health Awareness 2024

Awards

Awarded for following CSM best practices in the project, by British Telecom in FY 2022-23, Received the award for leading and implementing the USD1Mn compliance project for J&K circle (Transferring pre-paid to post-paid) in Airtel FY 2018-19, Received the award for best transition project (The recharges App – Mitra) by Airtel in FY 2016-17

Timeline

Condominium Manager

Del Property Management
04.2025 - Current

Business Analyst

Dawn Consultancy Services
11.2022 - 04.2024

Business Consultant

Tech Mahindra Limited
02.2022 - 11.2022

Sr. Project Manager

Bharti Airtel Ltd
07.2015 - 10.2019

Business Analyst

IBM India
05.2011 - 06.2014

Process Designer

Tech Mahindra Limited
06.2007 - 02.2011

B.Tech - undefined

Punjab Technical University

PGDTM -

Symbiosis Institute of Telecom Management

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Shikha Dhawan