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