IT Service Operations Analyst

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

Senior Lead/ Lead Analyst, IT Operations

Job ID: 34964

Job Level: PT1 

Job Location: Gurgaon/ Bangalore

Function: Digital & Information Office

Employment Type: Permanent

Working pattern: Hybrid

Why we need this role:

As an Analyst in IT Operations the role shall be responsible for building automated reports, analyzing data, and providing actionable insights to enhance operational efficiency. The individual shall leverage tools and technologies to automate data collection and reporting processes, ensuring timely and accurate information is available to stakeholders. By analyzing trends and patterns, the individual shall identifiy areas for improvement, tracks performance metrics, and helps in decision-making. Additionally, this person shall have to monitor key indicators, ensuring the IT infrastructure and Operations operates optimally while continuously improving reporting mechanisms to drive data-driven insights.

It is also expected that this individual shall be producing and presenting presentations for senior management to keep them updated on team’s performance and progress on various initiatives.

What you will do:

The accountabilities for the role of Analyst in IT Operations should include:

1. Automated Reporting Development: Design, build, and maintain automated reporting systems to streamline data collection and ensure real-time access to critical information for stakeholders.

2. Data Analysis and Insights: Analyze operational data to identify trends, patterns, and areas of improvement, and provide actionable insights that enhance IT operations and overall business performance.

3. Performance Metrics Tracking: Continuously monitor and track key performance indicators (KPIs) for IT operations, ensuring alignment with operational goals and objectives.

4. Automation and Efficiency Improvement: Implement tools and technologies to automate repetitive tasks and reporting processes, optimizing efficiency and accuracy in reporting workflows.

5. Reporting for Stakeholders: Provide timely, accurate, and comprehensive reports to stakeholders, ensuring that critical information is available to support informed decision-making.

6. Presentations for Senior Management: Develop and present clear, concise presentations for senior management, offering insights into team performance, progress on initiatives, and recommendations for improvement.

7. Continuous Improvement: Regularly assess and improve reporting mechanisms and tools, staying updated on industry best practices and emerging technologies to ensure optimal performance in IT operations.

8. Collaboration: Work closely with cross-functional teams, including IT, operations, and management, to gather necessary data and insights, and support the implementation of improvements based on analysis.

9. Issue Identification and Resolution: Proactively identify potential operational issues or inefficiencies, escalating critical concerns to the appropriate teams and recommending actionable solutions.

10. Documentation: Maintain detailed documentation of reporting processes, methodologies, and automation workflows to ensure transparency and continuity within the team.

What we are looking for:

Skills:
For the role of an Analyst in IT Operations with a focus on Power BI and ServiceNow, the following key skills are essential:

 1. Power BI Skills:
- Report Development: Expertise in creating interactive and automated dashboards and reports using Power BI to present data insights effectively.
- Data Modeling: Ability to build and manage data models, relationships, and hierarchies within Power BI.
- Power Query: Strong understanding of Power Query for transforming and cleaning data before visualization.
- Data Integration: Experience in connecting Power BI to multiple data sources (e.g., SQL databases, Excel, ServiceNow data) for comprehensive reporting.

 2. ServiceNow Skills:
- ServiceNow Reporting: Familiarity with ServiceNow's reporting features, dashboards, and data extraction to integrate with Power BI or other reporting tools.
- ServiceNow Querying: Ability to query and extract relevant IT operations data from ServiceNow for performance tracking and analysis.
- Automation: Experience automating workflows and reporting processes within ServiceNow to enhance data flow and efficiency.

 3. Data Analysis and Insights:
- Data Interpretation: Ability to analyze trends, patterns, and performance metrics from IT operations data to derive actionable insights.
- Key Performance Indicators (KPIs): Proficiency in identifying and tracking key IT operational metrics and KPIs.
- Problem-Solving: Analytical thinking to pinpoint inefficiencies or opportunities for operational improvement through data.

 4. Automation and Process Optimization:
- Automation Tools: Knowledge of automation tools and processes to streamline data collection, reporting, and repetitive tasks in IT operations.
- Process Improvement: Ability to continuously improve reporting mechanisms and data processes, identifying opportunities for automation.

 5. Presentation and Communication:
- Data Storytelling: Ability to translate complex data insights into clear, compelling narratives for senior management.
- Presentation Skills: Experience in creating and delivering impactful presentations using tools like PowerPoint, showcasing team performance and progress on initiatives.
- Stakeholder Management: Strong communication skills to interact with stakeholders and provide updates or recommendations based on data insights.

 6. General IT Operations Knowledge:
- ITIL Framework (Optional): Familiarity with the ITIL framework or similar IT service management practices.
- IT Infrastructure Knowledge: Understanding of IT infrastructure components, incident management, and operational workflows to contextualize data analysis.

Experience Required

Experience

1. Educational Background:
-Bachelor’s or Master’s degree in Computer Science, Information Systems, Data Science, or a related field.

2. Professional Experience:
- At least 5 years of experience in IT Industry with minimum two years in BI reporting and data analysis, with a focus on Power BI.
- Proven track record of developing and implementing BI solutions that drive business performance.

3. Industry Knowledge:
-Experience in the IT industry, understanding its specific data and reporting requirements.
-Familiarity with industry best practices and emerging trends in BI and data analytics.

4. Certifications:
-Relevant certifications such as Microsoft Certified: Data Analyst Associate or similar credentials.

Education

Bachelor’s degree in relevant field (required), such as Information Technology, Computer Science, or Management Information Systems

What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses and ideas. We want you to help us change the world, for the better.

At Colt you can make your mark.

Diversity and inclusion

Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status or place of birth.

Most recently we have:

Signed the UN Women Empowerment Principles which guides our Gender Action Plan which aligns with these principles. Trained 60 (and growing) Colties to be Mental Health First Aiders to be the first response for colleagues who need a listening ear or signposting to further support.

---