JOB PURPOSE:

To provide accurate and actionable performance reports for the Unified IT Command Center, supporting stakeholders in making informed decisions.

ROLE AND RESPONSIBILITIES:

• Maintain dashboards that offer a comprehensive view of IT service performance, operational efficiency, and observability data.

• Ensure data consistency by coordinating inputs from multiple monitoring, analytics, and reporting systems.

• Regularly generate reports on incident trends, SLA compliance, system health, and observability metrics, customized for different stakeholder groups.

• Design and implement reporting frameworks that can scale with the organization’s growth and changing requirements.

• Identify patterns or anomalies in performance data and work with relevant teams to address them.

• Automate reporting processes wherever feasible to ensure timely delivery of insights.

• Work with service delivery and quality management teams to align reports with organizational goals and priorities.

Requirements

 Bachelor's degree in IT, Data Analytics, or a related field.

 Minimum of 10 years of experience in IT filed

 Minimum of 5 years of experience in managing reporting systems, performance monitoring, and optimizing data visualization platforms

Technical qualifications:

• Knowledge of reporting technologies and data visualization best practices.

• Ability to present complex data in an easily digestible format for various audiences.

• Experience in tracking and reporting service performance and operational metrics

PREFERRED SKILLS

• Familiarity with data integration tools & ETL concepts and processes.

• Knowledge of ITIL principles and their application in reporting and performance management.

• Experience with analytics and predictive reporting.

• Familiarity skills in business intelligence tools or any equivalent visualization platforms.