Overview
IT Service Lead Analyst responsible for driving visibility and understanding of operational performance across International Health Technology application production support.
What you'll do
- Define, maintain, and improve the service performance KPI framework for application production support.
- Develop and manage dashboards, reporting packs, and executive-level performance summaries.
- Monitor and analyze service metrics including SLA performance, backlog, ticket aging, reopens, queue health, incident trends, and service stability indicators.
- Identify service risks, recurring issues, performance deterioration, capacity concerns, and workload imbalances through trend analysis.
- Support monthly and quarterly service review forums with performance commentary and follow-through on agreed actions.
- Partner with ServiceNow and reporting teams to improve reporting quality, dashboard design, automation, and reporting consistency.
- Drive continuous improvement via reporting optimization, self-service reporting capabilities, and measurement of improvement initiatives.
What you'll need
- Experience defining and managing KPIs, dashboards, and operational reporting for technology or service operations.
- Strong ability to analyze service data, identify trends, and translate findings into recommendations.
- Experience using ServiceNow reporting, dashboards, queues, or service management datasets.
- Understanding of ITIL-aligned service operations including incident, request, problem, and change management metrics.
- Ability to communicate performance insights effectively to operational teams and senior stakeholders.
- Experience working with cross-functional technology and service management teams.
Nice to have
- Experience with Power BI, Excel, ServiceNow Performance Analytics, or similar tools.
- Experience supporting application production support environments.
- Experience in regulated industries such as healthcare, insurance, or financial services.
Details
- Location: Bengaluru, India.
Read the full description and apply on the company’s own careers page.
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