TechOps-DE-AMS-BI Analyst-Senior

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Role: BI Analyst (Delivery Analytics & Governance)

Level/ Grade: Senior

Role Summary

The BI Analyst will design and maintain dashboards, reports, and analytics models that provide actionable insights into delivery performance. This role focuses on tracking SLAs, KPIs, and business metrics, generating early warning signals (EWS) for potential risks, and enabling data-driven decision-making for governance and service excellence. The analyst will work closely with Service Delivery MIS teams, who are the primary owners of operational data, to ensure accuracy and timeliness. Exposure to domains such as IT Delivery, AMS, Financial Services Managed Services and Cyber Managed Services is highly desirable.

Key Responsibilities

• Develop and maintain interactive dashboards (Power BI/Tableau) for SLAs, KPIs, and business metrics across delivery portfolios.
• Collaborate with Service Delivery MIS teams to source, validate, and govern data for reporting and analytics.
• Monitor SLA adherence, operational KPIs, and business metrics; highlight deviations and trends.
• Generate early warning signals (EWS) for potential SLA breaches, capacity risks, and performance dips.
• Provide insights and recommendations to governance councils and delivery leadership for proactive interventions.
• Automate weekly/monthly governance packs and executive summaries.
• Ensure data quality, consistency, and governance across reporting systems.
• Partner with delivery teams, WFM, and transformation teams to align metrics with business objectives.

Required Qualifications & Skills

• Experience: 4–8 years in BI/analytics, in Managed Services (Financial Services, Cyber) or IT delivery environments.
• Strong expertise in Power BI/Tableau, SQL, and data modelling.
• Understanding of SLAs, KPIs, and operational metrics in service delivery.
• Ability to translate data into business insights and actionable recommendations.
• Domain exposure: Financial Services Managed Services and Cyber Managed Services, and IT Delivery environments.
• Excellent communication and stakeholder engagement skills, especially with MIS and delivery teams.

Tools & Certifications (Preferred)

• Tools: Power BI, Tableau, SQL (Azure/MySQL), Excel; Python/R.
• Certifications: Microsoft PL-300 (Power BI), Tableau Desktop Specialist, ITIL Foundation

Behavioural Competencies

• Analytical Thinking: Ability to interpret complex data and identify patterns.
• Attention to Detail: Ensures accuracy and reliability of dashboards and reports.
• Business Acumen: Understands operational drivers behind metrics.
• Proactive Mindset: Anticipates risks and provides early alerts.
• Collaboration: Works closely with MIS and delivery teams to align insights with actions.

Success KPIs

• Dashboard adoption rate and refresh reliability.
• Accuracy of SLA/KPI reporting and EWS alerts.
• Time-to-insight for governance decisions.
• Actionable insights implemented by delivery teams.
• Stakeholder satisfaction with BI outputs.

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