Job Description:
Roles & responsibilities:
Working closely with platform service managers, process owners, and owners, the Senior Specialist in Quality Assurance & Reporting will make sure that service performance and utilization metrics are under control and adhere to the established SLA and OLA.
The primary duties include:
• Providing technical assistance for various performance dashboards.
• Serve as the point of contact for any inquiries that come in regarding performance metrics.
• Creation, improvement, and oversight of KPIs and operational and process metrics.
• Specifying metrics for service efficacy and efficiency.
• Producing measurements and reports on service performance in a way that is clear and helpful to senior management and a range of stakeholders.
• Maintaining operational service quality control (SLA, issues, requests, modifications, etc.) and service metrics and thresholds.
• Working with operational service owners to investigate potential operational performance improvements.
• Defining & maintaining service dashboards.
• Creation & maintenance of a hierarchy of metrics and KPIs within the consolidated dashboard.
• Owning of the Operational Review Report.
• Manage reporting stakeholder expectations.
• Formalize report structure.
• Compiling information and updating reports on a regular basis.
• Reporting to stakeholders while adhering to the agenda.
Requirements:
• Equivalent job experience or a bachelor's degree in computer science, information technology, statistics, or a related discipline.
• Three years of experience in a reporting capacity, on top of a total of around five to seven years in an IT operations capacity working in fields like data analytics.
• Knowledge of key IT metrics.
• Excellent analytical skills.
• exceptional report-writing abilities.
• Outstanding presentation skills. Ideally, you ll also have
• Knowledge of the ITIL framework and its associated procedures.
• Experience with cloud services and products would be an advantage.
• Proficiency in Jira reporting functionality
• Experience with Jira APIs, Grafana and PowerBI.
Company Industry IT: Software Services
Department / Functional Area:
Administration
