Senior Analyst 2 Infrastructure Services

Job Summary

The Senior Analyst 2 Infrastructure Services will play a crucial role in driving service delivery excellence within the organization. This position is responsible for leading strategic, cross-functional initiatives that enhance operational efficiency and customer satisfaction. The ideal candidate will leverage their extensive experience to implement quality standards, monitor performance metrics, and foster a culture of continuous improvement.

Responsibilities

• Lead strategic, cross-functional initiatives to scale operations globally.
• Manage all aspects of initiatives, including goal establishment, work stream identification, timeline setting, and risk resolution.
• Create and implement quality standards and metrics, focusing on defect prevention and statistical process control.
• Continuously monitor customer satisfaction levels and drive improvements based on Voice of Customer (VOC) feedback.
• Conduct service reviews and ensure process compliance through internal audits.
• Analyze performance and quality metrics to meet company and program goals.
• Communicate status, risks, and decisions to stakeholders at all organizational levels.
• Collaborate with delivery teams to ensure effective teamwork and communication.

Qualifications

• Education: Bachelor’s degree.
• Experience: 15+ years in delivery excellence.
• Certifications: Lean Six Sigma Green Belt or Black Belt; ITIL 4 certification preferred.
• Strong knowledge of ITIL methodology and IT Service Management (ITSM) processes.
• Profound knowledge of ISO 9001, ISO 20000; familiarity with CMMI, ISO 27001, and ISO 22000 standards is an advantage.
• Proficiency in program management principles and processes.
• Strong organizational skills with the ability to influence stakeholders at all levels.
• Analytical thinker with the ability to understand qualitative and quantitative metrics.

Preferred Skills

• Ability to innovate and simplify current processes and practices.
• Comfortable working in a fast-paced and dynamic environment.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to prioritize workloads effectively.

Experience

• Minimum of 15 years of relevant experience in service delivery excellence and process improvement.

Environment

• Work Type: Full-time
• Work Mode: Hybrid
• Locations: Bangalore, Chennai, Hyderabad, Pune, Mumbai, Noida, Gurugram

Salary

• Estimated Salary Range: ₹1,800,000

Growth Opportunities

• Opportunities for career advancement within the organization as initiatives scale and evolve.

Benefits

• Comprehensive benefits package including health insurance, paid leave, and flexible work policies.