Operations Analyst

Key Responsibilities:

Operational Efficiency & Analysis

• Analyze operational workflows and performance metrics to identify improvement opportunities.
• Develop and maintain reports, dashboards, and KPI trackers to support data-driven decision-making.
• Recommend and implement process enhancements to improve efficiency and reduce bottlenecks.

Stakeholder Engagement

• Collaborate with internal and external stakeholders to gather business requirements.
• Provide timely updates on operational activities, issues, and deliverables.
• Facilitate effective communication between business, product, and technical teams.

Development Team Coordination

• Work closely with development teams to ensure operational requirements are aligned with technical solutions.
• Participate in Agile ceremonies such as daily standups, sprint planning, and retrospectives.
• Track progress on operational tasks and follow up on pending items.

Incident Management

• Manage and resolve operational incidents using ServiceNow.
• Perform root cause analysis for recurring issues and ensure corrective actions are implemented.
• Document incidents, resolutions, and preventive measures.

Troubleshooting & Support

• Investigate and resolve system or process-related issues impacting operations.
• Provide L1/L2 production support and escalate critical problems as required.
• Ensure timely communication regarding outages or service disruptions.