Job Description
TITLE: Infrastructure Lead - IT
WORKING LOCATION: Bangalore, India
WORK MODE: Hybrid 3 Days office and 2 Days WFH in a week.
SHIFT TIMINGS: 8.00 AM to 5.00 PM OR 12.00 PM to 9.00 PM.
Job Description:
Position Overview
We are seeking an analytical and process-driven professional with experience in IT Service quality, develop KPI dashboards and continuous improvement. The candidate should be well-versed in ITSM processes and ITIL practices, with the ability to analyse performance, identify gaps, prepare executive level Reports and drive process improvements that deliver measurable results.
Key Responsibilities
- Support and drive Quality Assurance and Continual Service Improvement (CSI) initiatives across IT services and business operations
- Govern and improve ITSM processes (Incident, Problem, Change, Service Level Management)
- Define and standardize SLAs / OLAs, ensuring alignment with service delivery objectives
- Track, analyse, and report KPIs, service metrics, and performance dashboards
- Maintain KPI dashboards, SLA reports, service quality scorecards, and operational performance reports to support data-driven decision-making and continual service improvement
- Support governance reviews, performance reviews, and audit activities
- Drive process standardization, documentation, and a culture of continuous improvement
Required Skills & Competencies
- Strong understanding of ITSM frameworks and ITIL-based practices
- Ability to define SLAs / OLAs and service performance measurement frameworks
- Solid knowledge of KPI design, service metrics, and performance benchmarking
- Strong analytical and data interpretation skills to derive actionable insights
- Hands-on experience in BMC Helix reporting and SQL query development
- Expertise in dashboarding and data visualization (Power BI, Excel)
- Effective communication and stakeholder management skills, with the ability to present data-driven insights to varied stakeholders
Qualifications
Engineering Degree in Computer Science/MCA or any other Bachelor’s degree with the relevant experience.
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