Operational Specialist

Designation - Lead Support Engineer

Location - Bangalore ( Hybrid)

Skills -

1.Dev metrics - 70% weightage

1. Experience in Agile/Sprint based working
2. good understanding of sprint KPIs and quality/defect KPIs support metrics - 30% weightage
3. Experience in ServiceNow dashboards, reports
4. Incident, problem and change metrics/KPIsExperience in identifying trends, patterns, improvement areas etc
5. Hands on experience in creating reports/dashboards in ServiceNow and Jira
6. Experience in preparing slide decks
7. Exposure to QBRs and Ops reviews with leaders

JD :

Key Responsibilities:

• Monitor and track end-to-end IT project milestones and delivery status.
• Manage support ticket metrics and SLA compliance across IT teams.
• Develop and maintain dashboards and reports for operational and leadership review.
• Create and present concise, visually compelling slide decks for IT leadership.
• Analyze data to detect trends, performance anomalies, and systemic issues.
• Recommend corrective or preventive actions and monitor resolution progress to closure.
• Facilitate reviews with stakeholders to prioritize operational initiatives.
• Act as a liaison between delivery teams, support teams, and leadership for continuous alignment.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 10+ years of experience in IT operations, service delivery, or project tracking roles.
• Hands-on experience with

  Jira

  ,

  ServiceNow

  , and other ITSM or project management platforms.
• Strong understanding of ITIL practices;

  ITSM/ITIL certification preferred

  .
• Proven ability to convert raw metrics into actionable insights.
• Exceptional PowerPoint and presentation skills for executive communication.
• Detail-oriented mindset with a drive for efficiency and problem-solving.