JOB PURPOSE:

To collect, analyze, and interpret performance data within the Unified Command Center, providing actionable insights to enhance IT service delivery and support decision-making as part of the Service Excellence Group.

ROLE AND RESPONSIBILITIES

• Collect and analyze performance metrics across IT systems, applications, and infrastructure to identify trends, anomalies, and improvement opportunities.

• Design and maintain data analytics dashboards and reports that provide real-time or historical insights into IT performance for stakeholders within the command center.

• Collaborate with the Service Excellence Group to ensure performance analysis aligns with SLA/SLO targets and organizational goals.

• Support proactive incident detection by analyzing data trends and recommending measures to address potential issues.

• Generate detailed performance data reports, highlighting system health, service delivery trends, and areas requiring attention.

• Work with cross-functional teams to refine metrics and improve data accuracy/quality and relevance for performance monitoring.

• Assist in the identification of key performance indicators (KPIs) and ensure accurate tracking and reporting for IT services.

• Support predictive monitoring efforts by leveraging historical data to forecast potential performance issues.

Requirements

 Bachelor's degree in IT, Computer Science, or a related field.

 Minimum of 5 years of experience in data analysis, performance reporting, or a related role within IT operations or a command center environment.

Technical qualifications:

• Experience with data analysis tools and visualization platforms such as Power BI, Tableau, or similar.

• Strong analytical skills with the ability to interpret complex datasets and translate them into actionable insights.

• Familiarity with performance monitoring frameworks and tools in a command center environment.

• Knowledge of SLA/SLO tracking and reporting for IT services.

PREFERRED SKILLS

• Proficiency in data modeling and trend analysis techniques.

• Strong communication skills for presenting findings to technical and non-technical audiences.

• Experience with predictive analytics and anomaly detection.