Operations Management Senior

Overview:

Job Title: Operations Management Senior

Location: Chennai

Work Type: Hybrid

Position Description:

• Senior ITSM Operations & Reporting Analyst
• We're looking for a motivated and experienced Senior Analyst to join our team. In this hybrid role, you'll be key to improving our IT Service Management (ITSM) processes, especially around Incident Management.
• You'll use your expertise in data analysis, reporting (primarily with Qlik Sense, Power BI and ServiceNow), and process governance.
• Some part of this role involves acting as a Scrum Master, leading agile initiatives for operational improvements.
• You'll help us identify trends, ensure data quality, and drive continuous improvement and automation.
  

Skills Required:

• IT Operations, Ad Hoc Reporting, Continuous Improvement Process
  

Skills Preferred:

• Java Full stack
  

Experience Required:

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field.
• 6+ years of experience in IT Service Management (ITSM) operations.
• Deep understanding and proven experience in Incident Management, including handling major incidents and post-mortems.
• Exceptional proficiency in Power BI, including advanced data modeling and dashboard design.
• Strong hands-on experience with ServiceNow (admin/developer experience is a big plus), including data extraction, reporting, and configuring modules like Incident, Problem, and Change.
• Proven experience as a Scrum Master with a solid grasp of agile methodologies.
• Expertise in Jira administration and management (workflow configuration, reporting, board setup).
• Ability to analyze large datasets to identify trends, patterns, and anomalies, especially in incident management.
• Excellent analytical, problem-solving, and communication skills.
• Proactive, self-starter with a strong drive for continuous improvement.
  

Experience Preferred:

• Contribute to discussions and initiatives applying Site Reliability Engineering (SRE) principles to improve the reliability and resilience of our services.
• Explore and assess the application of AI/ML tools within the ITSM landscape to enhance automation, prediction, and operational efficiency.
  

Experience Required:

• 6+ Years
  

Education Required:

• Bachelor's Degree
  

Education Preferred:

• Associate Degree
  

TekWissen® Group is an equal opportunity employer supporting workforce diversity.