HomeData Science Jobs - BharatOrange Business Services | Hiring | Sr Analyst - MIS | Gurgaon/Gurugram...

Orange Business Services | Hiring | Sr Analyst – MIS | Gurgaon/Gurugram | BigDataKB.com | 2022-09-28

Job Location: Gurgaon/Gurugram

About the role

  • Responsible for authoring the ITSM process flows ( visio , excel etc ) during onboarding of new services.
  • Detailed Process write ups ( Customer Operating Guides ) and writing Standard Operating Procedures during onboarding of new services.
  • Also studying and understanding the existing ITSM processes in practice for specific customer engagements , identifying the Gaps and authoring the modifciations accordingly.
  • Supports the Operations Manager by analyzing various trends records to identify the operation efficiency improvement areas , producing relevant trend reports to forecast on the expected volume which will act as inputs for the Work force management and team sizing.
  • Ready to work according to Project Timing/requirement .
  • More effective customer support and communications through effective reports, active participations in calls, sharing analysis, improvements for sites/technology/processes, handling customer queries.
  • Increased customer satisfaction due to regular updates on actions and thorough explanations of quality of service reports.
  • Support Operations Manager to have complete track record of all customer issues and respective solutions, where available, in the SIP & CIP database. Helps to maintain the SIP & CIP database.
  • Responsible to build and maintain all necessary documentations needed for Audits : ISO 20K, 27K internal & external Audits .
  • Analyzing standard Quality parameters in the tickets & develop the necessary quality check report formats accordingly and do regular review for any enhancements if needed.
  • Active support to the Operations Manager for driving any Lean Sigma improvement initiatives primarily pertaining to data analysis and support documentations.
  • Identify Positve and negative trends and anomalies associated with site performance and communicate to business stakeholders.
  • Develop, implement and maintain support documentation regarding operations, functionality, framework, policies and procedures.
  • Automate manual operations taks and optimize business processes to reduce workload and create proficiencies wherever applicable.
  • Extend support to the Operations Manager to define and address cross-functional process gaps between internal and external teams. Contribute to the overall objective of providing best-in –class service experience to customer.
  • On request , support the Operations Team in defining the RFO, RCA format and relevant trend data .

About you

  • Graduate in any discipline
  • ITSM
  • ITIL-v3 Foundation certification ( Mandatory )
  • ITIL-v3 Intermediate Stream Certification – Preferably in Service Operations , Continual Service Improvement .
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Additional information

  • Extract and Use data from various data sources from the existing ITSM tools (Remedy/HPSD/HPSM/Clarify / Service Now, CA Service Desk etc ) and NMS tools and utilize them for trending and utilise the outcome for preparing the below
  • MIS reports ( Daily , Weekly , Monthly )
  • Service Management Review decks ( Operation Performance) for Senior Management and Customer stake holders.
  • Quality reports as per agreement with customers with proper Analysis
  • Identify quality control areas of the service delivery
  • Proactive problem management trend reports ( jointly with Problem Manager )
  • All above reports should also include actionable recommendations to be used by management for decision making and continuous optimization
  • Defines the service reporting framework for Operations ( in consultation with the Operations Manager) .
  • Trains & Support the service desk / level 1 operations staff so that they can generate and publish the ongoing daily / weekly Operational Performance reports .
  • Experience in capturing of SLA/O reports, uptime reports, availability reports, service credit reports, commercial billing reports based on the customer engagements
  • Analyzing and submitting of monthly invoicing data for billing to Operations Manager / Program Manager with proper supporting, analysis, reason for variations & justifications
  • Clear identification for any out-of-scope work performed & discussion with Operation/Program Manager to get cost, reports of Commercials CR, Projects activities performed in the month and submit details to Customer/ OBS Account team for approvals.

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