Role and Responsibilities

Quality & Process Excellence

• Monitor compliance with processes, SOPs, and quality standards.
• Conduct quality, ticket, and process audits.
• Support Incident, Service Request, Problem, and Change Management processes.
• Track and report service metrics, KPIs, and SLA performance.
• Identify process gaps and recommend corrective and preventive actions.
• Maintain process documentation, audit records, and quality reports.
• Drive quality and continuous improvement initiatives.
• Partner with Team Leads and Managers to provide process governance, facilitation, and reporting support.
• Present actionable insights and recommendations through reports and dashboards.

Excel, Reporting & Automation

• Develop, maintain, and automate operational and management reports using advanced Excel.
• Collect, consolidate, analyse, and interpret data to support business decisions.
• Identify trends, patterns, and improvement opportunities through data analysis.
• Ensure data accuracy, integrity, and completeness.
• Automate repetitive reporting and quality activities using VBA, Python, and AI-powered solutions.
• Develop and support AI-powered agents and automation solutions to streamline repetitive quality, audit, compliance, and reporting activities.
• Prepare management reports, dashboards, and performance scorecards.

PowerPoint & Presentation Support

• Create professional, impactful presentations for management and client reviews.
• Develop templates, charts, dashboards, and visualizations to communicate insights effectively.
• Ensure accuracy, consistency, and high-quality presentation standards.
• Maintain branding, formatting, and document quality.
• Simplify complex information through effective visual storytelling.

Power BI & Dashboarding

• Design, develop, and maintain Power BI reports and dashboards.
• Build efficient data models and manage relationships across multiple data sources.
• Analyse operational and business data to generate actionable insights.
• Integrate Power BI with Excel, SharePoint, Teams, and other business applications.
• Collaborate with stakeholders to gather requirements and deliver effective BI solutions.

CERTIFICATIONS:

·       ITIL V5 Foundation certification.

·       Six Sigma Green belt (Good to have)

Qualifications and Education Requirements

·       Educational Degree - It can be any engineering or non-engineering degree related to computers/electronics/networking/information technology.

·       Minimum 60% marks throughout in academics.

·       Applicants with Professional Degree.

Behavioral Attributes

·       Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets

·       Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations within stipulated time

·       Explains ideas clearly and logically to others and is attentive in interactions

·       Identifies the target audience for communication and carefully listens to their opinions and feedback

·       Ability to work in Teams