Senior Analyst 1 Infrastructure Services

Job Summary

The Senior Analyst 1 Infrastructure Services will serve as a Service Delivery Excellence Consultant, leading strategic initiatives to enhance service delivery and customer satisfaction. This role is pivotal in managing cross-functional projects, implementing quality standards, and driving process improvements to align with organizational goals.

Responsibilities

• Lead strategic, cross-functional initiatives that help scale globally.
• Manage all aspects of each initiative, including establishing goals, identifying necessary work streams, setting timelines, and resolving risks.
• Create a culture of quality by implementing quality standards and metrics.
• Continuously monitor and ensure higher levels of customer satisfaction through feedback analysis.
• Conduct service reviews and drive improvements based on Voice of Customer (VOC) feedback.
• Analyze and manage performance and quality metrics to meet company and program goals.
• Collaborate with delivery teams to ensure effective teamwork and communication.
• Participate in root cause investigations for critical business outages and solve operational barriers.

Qualifications

• Education: Bachelor’s degree.
• Experience: 15+ years in delivery excellence.
• Certifications: Lean Six Sigma Green Belt or Black Belt certified; 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 added advantage.
• Proficiency in program management principles and processes.
• Excellent organizational skills with the ability to influence stakeholders at all levels.
• Strong analytical skills 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.
• Strong verbal and written communication skills, fluent in English.

Experience

• 15+ years of relevant experience in service delivery excellence and project management.

Environment

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

Salary

• Estimated salary range: ₹2,400,000.