Key responsibilities

• Capture reporting requirements from IT Operations Managers using structured interviews and digital surveys.
• Identify pain points, performance gaps, and data opportunities across ITSM processes.
• Design and deliver dashboards, scorecards, and reports to drive operational and strategic IT decisions.
• Define and monitor KPIs and metrics for IT Service Management performance.
• Conduct root cause analysis on service performance issues and recommend corrective actions.
• Perform historical data analysis to uncover operational inefficiencies and predict future risks.
• Develop predictive models to forecast incidents, problems, and resource constraints.
• Optimize data models and reporting frameworks to enhance reliability and usability of IT analytics.
• Analyze SLA performance, service availability, and resource capacity to propose improvements.
• Provide insights into manpower allocation, technology lifecycle, and cost efficiency.
• Generate and maintain BI reports using Tableau, Power BI, SymphonyAI, and Excel.
• Conduct financial analysis of ITSM systems, licenses, vendors, and Cloud expenditure (OpEx/CapEx).
• Develop showback/chargeback models to increase cost transparency across IT services.
• Support budgeting, forecasting, and IT cost optimization initiatives across the enterprise.
• Ensure alignment of IT investments and projects with business goals and financial targets.
• Comply with Information Security (ISR) policies and report vulnerabilities or incidents promptly.