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 and implement a culture of quality and quality standards.
• Continuously monitor and ensure higher levels of customer satisfaction through performance metrics and feedback.
• Conduct internal process audits to ensure compliance with quality standards and internal audit assessments.
• Analyze and manage performance and quality metrics to meet company and program goals.
• Collaborate with delivery teams to ensure effective teamwork, communication, and collaboration.
• Participate in root cause investigations for critical business outages and drive operational improvements.

Qualifications

• Bachelor’s degree with 15+ years of experience in delivery excellence.
• Lean Six Sigma Green Belt or Black Belt certification.
• Strong knowledge of ITIL methodology and IT Service Management (ITSM) processes; ITIL 4 certification preferred.
• 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.
• Strong organizational skills with the ability to influence stakeholders at all levels.
• Excellent analytical skills to understand qualitative and quantitative metrics for decision-making.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.

Preferred Skills

• Strong verbal and written communication skills, fluent in English.
• Ability to innovate and simplify current processes and practices.
• Willingness to take initiative and drive results.

Experience

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

Environment

• The position is based in Bangalore, Chennai, Hyderabad, Pune, Mumbai, Noida, or Gurugram.
• Work mode is hybrid, combining both in-office and remote work.

Salary

• Estimated salary range: ₹2,400,000 per annum.