Senior Analyst 2 Infrastructure Services

Job Summary

The Senior Analyst 2 Infrastructure Services will play a critical role in driving service delivery excellence across the organization. This position is responsible for leading strategic initiatives, managing performance metrics, and ensuring compliance with quality standards to enhance customer satisfaction and operational efficiency.

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

• 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.
• 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 meet deadlines while prioritizing workloads.

Experience

• 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 new projects and processes are launched.

Benefits

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